|
| Course Goals |
Informing the students about the quality of service and its applications |
| Prerequisite(s) |
- |
| Corequisite(s) |
- |
| Special Requisite(s) |
The minimum qualifications that are expected from the students who want to attend the course.(Examples: Foreign language level, attendance, known theoretical pre-qualifications, etc.) |
| Instructor(s) |
ÖĞR.GÖR. PELİN FATMA TUNA ARSLAN |
| Course Assistant(s) |
|
| Schedule |
|
| Office Hour(s) |
WEDNESDAY 12:00-13:45
3A08 |
| Teaching Methods and Techniques |
Lecture notes and training materials. presentation, lecture, etc.
|
| Principle Sources |
Hizmet Kalitesi: Kavramlar, yaklaşımlar ve uygulamalar. Ed.Ş. Gümüşoğlu, İ. Pırnar, P. Akan, A. Akbaba, Detay Yayıncılık.
|
| Other Sources |
Hizmet Kalitesi ve Müşteri Değeri. İbrahim Taylan Dörtyol, Beta Yayınları. |
|
| Course Schedules |
| Week |
Contents |
Learning Methods |
| 1. Week |
Conceptual Development of Quality |
Visual and Audio Lecture. Question Answer Method |
| 2. Week |
Service Concept |
Visual and Audio Lecture. Question Answer Method |
| 3. Week |
Service Quality Concept |
Visual and Audio Lecture. Question Answer Method |
| 4. Week |
Development of Total Quality Management |
Visual and Audio Lecture. Question Answer Method |
| 5. Week |
TQM and Traditional Management Relationship in Service Sector |
Visual and Audio Lecture. Question Answer Method |
| 6. Week |
TQM Practices and Quality Pioneers in the Service Sector |
Visual and Audio Lecture. Question Answer Method |
| 7. Week |
Quality Costs in the Service Sector - Quality Awards in TQM Applications |
Visual and Audio Lecture. Question Answer Method |
| 8. Week |
Midterm |
|
| 9. Week |
Barriers to TQM in Service Sector |
Visual and Audio Lecture. Question Answer Method |
| 10. Week |
The Background of the Success of TQM in the Service Sector |
Visual and Audio Lecture. Question Answer Method |
| 11. Week |
TQM Requirements in the Service Sector |
Visual and Audio Lecture. Question Answer Method |
| 12. Week |
Training and Development for TQM in the Service Sector |
Visual and Audio Lecture. Question Answer Method |
| 13. Week |
ISO 9000: 2000 |
Visual and Audio Lecture. Question Answer Method |
| 14. Week |
Quality Management Systems and Principles in Service Sector |
Visual and Audio Lecture. Question Answer Method |
| 15. Week |
|
|
| 16. Week |
|
|
| 17. Week |
|
|
| Program Outcomes |
| PO-1 | Communicating with the Guest | | PO-2 | Making Accommodation Services in Professional Foreign Language and Providing Information to Guests. | | PO-3 | Managing Human Resources, Introducing Professional Ethics, Explaining the Principles of Hotel Management | | PO-4 | Explaining Basic Travel-Tourism Concepts, Introducing Tourism's Impact on Economy | | PO-5 | Guiding in the execution of the front office services, guest check in / check out the process, to carry out transactions, to carry out the transfer operations, to carry out the reporting operations | | PO-6 | Fulfilling the Obligations Regarding Tourism Legislation, Making Correspondence with the Ministry | | PO-7 | Preparing the floor for floor services, floor control, cleaning services in housekeeping
| | PO-8 | Introducing the Coastal Region of Turkey, to promote Turkey's Central Regions | | PO-9 | Understanding Marketing in Tourism | | PO-10 | Applying Quality Management Systems, Developing Yourself Using IT Facilities | | PO-11 | First aid to the patient / injured in emergencies | |
| Learning Outcomes |
| LO-1 |
Learning the concept of quality | | LO-2 | Learning the concept of service quality | | LO-3 | Learning Quality Management Systems and Principles in Service Sector | | LO-4 |
Learning TQM and Traditional Management Relationship in Service Sector | |
