Tourism and Hotel Management (English)
Bachelor	TR-NQF-HE: Level 6	QF-EHEA: First Cycle	EQF-LLL: Level 6

General course introduction information

Course Code:

BBA426

Course Name:

Quality Management

Course Semester:

Fall

Course Credits:

Theoretical	Practical	Credit	ECTS
3	0	3	6

Language of instruction:

Course Requisites:

Does the Course Require Work Experience?:

Type of course:

Department Elective

Course Level:

Bachelor

TR-NQF-HE:6. Master`s Degree

QF-EHEA:First Cycle

EQF-LLL:6. Master`s Degree

Mode of Delivery:

Face to face

Course Coordinator :

EZGİ YILDIRIM SAATÇİ

Course Lecturer(s):

Course Assistants:

Course Objective and Content

Course Objectives:

This course aims at the basis of quality management; quality orientation in achieving business goals; quality management systems (Six Sigma, EFQM, Malcolm Baldrige and ISO 9001); quality evolution; quality experts, quality management objectives and core values; developing and implementing quality strategies; managing quality cultures; to enable the students to analyze quality management issues in the service.

Course Content:

Introduction and basics of quality management; focusing quality on getting business results; quality management systems (Six Sigma; EFQM; Malcolm Baldrige and ISO 9001); Quality evolution; quality experts (Deming, Juran, Crosby), QM goals and core values/principles; developing quality strategies and implementing them; managing a quality culture; quality management in service.

Learning Outcomes

The students who have succeeded in this course;

Learning Outcomes

1 - Knowledge
Theoretical - Conceptual
1) • Explain the concepts of quality management.
2) • Describes the development process of quality management.
3) • Explain the implementation, certification and inspection features of quality management systems.
4) • Describe the use of quality control methods for analysis and analysis of organizational problems.
2 - Skills
Cognitive - Practical
1) • Analyzes the quality characteristics of standardization conformity assessment.
3 - Competences
Communication and Social Competence
Learning Competence
1) • Analyzes the quality characteristics of products and services.
Field Specific Competence
Competence to Work Independently and Take Responsibility

Lesson Plan

Week	Subject	Related Preparation
1)	Final Exam	Studying for exam
1)	• Distinguish the basic concepts. • Discuss the basic concepts of quality management and development.
2)	• Structural approach, human relations approach, political approach, symbolic approaches • Evaluate multiple approaches to organizations • Discuss the total quality approach	Examines the course content Reading the first chapter (pp.19-44)
3)	• Total quality Management • Total Quality Management Principles • Quality concept • Quality chain • Quality and competition	Read the definitions of Total Quality Management from Chapter 2
4)	• Walter A. Shewhart • W. Edwards Deming • Joseph M. Juran • Kaoru İshikawa • Philip B. Crosby • Armand V. Feigenbaum • Dr. Genichi Taguchi • Shigeo Shingo	Şimşek, Chapter 3, reads 'Predecessors of Total Quality' and discusses these researchers who contribute to future total quality management.
5)	• Organization culture • Organizational culture levels • Types of organizational culture • The institution clarifies the importance of strategies in changing culture • Define ethical foundations in corporate culture	He or she makes researches on the establishment of a relationship between the institutional culture and quality, alone or with a friend, and discusses the results of future research in the class.
6)	• Definition of team work • Positive and negative factors affecting team work • Team work and rewarding • What should be a good leader • Discuss the importance of ethics in teamwork	Analyzes the effect of quality concept on team work. Şimşek, Chapter 7, 'Teamwork and Quality' reads.
7)	Midterm Exam	Working for the midterm exam.
8)	• Leadership definitions • Leadership behavior studies • Structuralist leader, Human Resources leader, Political leadership, Cultural and symbolic leadership • Converter and managerial leadership	None
9)	• Planning Definition • Planning models • Characteristics of strategic planning	Homework: Şimşek, Section 8, Bölüm End-of-Section Evaluation Questions Bölüm, and discusses the next lesson.
10)	• Defines cost • Associates Quality with Input-Process-Output • Failure costs • Evaluation costs • Prevention costs	None
11)	• Analyze control charts • Analyze sources of variance • Discuss the control limit	Studying for Quiz
12)	• Upper and lower control limit • Analyze control charts • Benchmarking method • Process flow charts • Enums and Histograms • Pareto Analysis • Fishbone Schematic comments	Homework: Şimşek reads Chapter 11,, Quality Cost Improvement Tools Ev.
13)	• Six Sigma • EFQM • ISO 9001 • Malcolm Baldrige National Quality Award • European Quality Award	None
14)	• Turkey Quality Association (KalDer) • KalDer Certificate of Excellence in Excellence • Discuss the causes of resistance to change • Analyze the methods of reducing resistance to change	None
15)	Final Exam	None

Sources

Course Notes / Textbooks:	Toplam Kalite Yönetimi: Kuram, İlkeler, Uygulamalar Prof. Dr. Şimşek, Hasan Seçkin Yayıncılık, 2. Baskı, Eylül 2013 ISBN-9789750224980
References:	Yok

Course-Program Learning Outcome Relationship

Learning Outcomes	1	2	5	6	3	4
Program Outcomes
1) Learning the facts, concepts and principles related to tourism and hotel management
2) Having a theoretical and practical knowledge at the basic level related to the field
3) To be able to make analytical evaluations for tourism and travel sector
4) Learning the basic laws and regulations and professional standarts that apply regarding the tourism sector in Turkey and physical environment associated with hotel management space, tools, and use acquainted with the technology, applying the ethical values, protecting the natural environment
5) To be able to work efficiently in the tourism sector
6) Learning the characteristics of the major tourist destinations to apply this knowledge in the tourism sector for Turkey and worldwide
7) Organizing, coordinating and developing departments in accommodation organizations
8) To be able to define and develop sales techniques and income management practices applied in accommodation and food and beverage companies
9) Demonstrating the ability to apply professional working techniques in food and beverage establishments

Course - Learning Outcome Relationship

No Effect	1 Lowest	2 Low	3 Average	4 High	5 Highest

	Program Outcomes	Level of Contribution
1)	Learning the facts, concepts and principles related to tourism and hotel management
2)	Having a theoretical and practical knowledge at the basic level related to the field
3)	To be able to make analytical evaluations for tourism and travel sector
4)	Learning the basic laws and regulations and professional standarts that apply regarding the tourism sector in Turkey and physical environment associated with hotel management space, tools, and use acquainted with the technology, applying the ethical values, protecting the natural environment
5)	To be able to work efficiently in the tourism sector
6)	Learning the characteristics of the major tourist destinations to apply this knowledge in the tourism sector for Turkey and worldwide
7)	Organizing, coordinating and developing departments in accommodation organizations
8)	To be able to define and develop sales techniques and income management practices applied in accommodation and food and beverage companies
9)	Demonstrating the ability to apply professional working techniques in food and beverage establishments

Learning Activity and Teaching Methods

Expression
Brainstorming/ Six tihnking hats
Individual study and homework
Lesson
Group study and homework
Homework
Problem Solving
Q&A / Discussion

Assessment & Grading Methods and Criteria

Written Exam (Open-ended questions, multiple choice, true-false, matching, fill in the blanks, sequencing)
Homework
Observation
Presentation
Case study presentation

Assessment & Grading

Semester Requirements	Number of Activities	Level of Contribution
Quizzes	1	% 10
Homework Assignments	5	% 20
Midterms	1	% 30
Final	1	% 40
total		% 100
PERCENTAGE OF SEMESTER WORK		% 60
PERCENTAGE OF FINAL WORK		% 40
total		% 100

Workload and ECTS Credit Grading

Activities	Number of Activities	Workload
Course Hours	15	45
Study Hours Out of Class	15	105
Homework Assignments	15	15
Quizzes	15	15
Midterms	1	7
Final	2	16
Total Workload		203