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1. COURSE OBJECTIVES
This course is designed to provide a comprehensive coverage of quality management in hospitality. Emphasis will be placed on both theory and implementation of quality management. This course is to study the major principles of quality management: customer focus, continuous improvement, employee involvement, and process improvement, and fourteen principles of hospitality management. After that, students can have a chance to access to hospitality organization to understand its service strategy, staff and delivery system, then apply tools and framework to understand how hospitality companies approach and implement quality management in hospitality in order to improve their productivity, their performance and stay competitive. This course is of use of case studies and a project to gain knowledge in implementing quality management in hospitality
2. COURSE CONTENTS
No.
Contents
Time Allocation
Contribution to CLO
Hour(s) on the class
Essays, exercise,
Assignments...
(3)
Self-study with teacher’s tutorials
(4)
Lecture
(1)
Practice, Seminar…
(2)
1
Chapter 1: Introduction to quality management
2
1
1.5
5.5
1,8,9,10,11,12,13
2
Chapter 2: Foundation of Quality management: philosophy& principles
2
1
1.5
5.5
1,2,8,9,10,11,12,13
3.
Chapter 3: Quality management: models and frameworks
2
1
1.5
5.5
1,2,8,9,10,11,12,13
4.
Chapter 4: Statistical tools in quality management
2
1
1.5
5.5
3,8,9,10,11,12,13
5.
Chapter 5: Hospitality service strategy focus
2
1
1.5
5.5
3,8,9,10,11,12,13
6.
Chapter 5: Hospitality service strategy focus (continued)
2
1
1.5
5.5
4,8,9,10,11,12,13
7.
Chapter 5: Hospitality service strategy focus (continued)
2
1
1.5
5.5
4,8,9,10,11,12,13
8.
Mid-term test
2
1
1.5
5.5
1,2,3,4,8,9,10,11,12,13
9.
Chapter 6: Hospitality service staff focus
2
1
1.5
5.5
5,8,9,10,11,12,13
10.
Chapter 6: Hospitality service staff focus (continued)
2
1
1.5
5.5
5,8,9,10,11,12,13
11.
Chapter 6: Hospitality service staff focus (continued)
2
1
1.5
5.5
5,8,9,10,11,12,13
12.
Chapter 7: The hospitality service delivery system
2
1
1.5
5.5
5,6,8,9,10,11,12,13
13.
Chapter 7: The hospitality service delivery system (continued)
2
1
1.5
5.5
5,6,8,9,10,11,12,13
14.
Chapter 8: Measuring and managing service delivery
2
1
1.5
5.5
5,6,7,8,9,10,11,12,13
15.
Group presentation & Consolidation
2
1
1.5
5.5
5,6,7,8,9,10,11,12,13
Total
30
15
22.5
82.5
3. COURSE ASSESSMENT
- Score ladder: 10
- Type of assessment
Form
Content
Criteria
CLO
Proportion
Formative
Attendance
- Attendances
- actively learning
1-13
15%
Quiz, midterm test
- Understanding theory, principles, and practices for Quality management in hospitality
- Analytical skills, planning and organizing skills
- Problem solving
Quick test, 30 minutes
1 – 3, 8 -13
20%
Report
- Application QM in hospitality in real context (organization and industry)
- Leadership skill
- Problem solving and decision-making skills
- Presentation and persuading skills
- Analytical skills, Planning and organizing skills
- Professional skills
Group or individual assignment
1 – 13
15%
Summative
Final test
Application of theories of QM in hospitality in hospitality organization
Writing (90 mins)
1 – 11
50%
Total:
100%
- Types of assessment
- Requirement for assessment when suggesting assessment method
- Assessment methods
- Presentation
- Field work
- Projet
- Case study
- MCQs
- Long essay questions