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Description of Individual Course Units

Course Unit Code Course Unit Title Type Of Course D U L ECTS TUI 5084 QUALITY MANAGEMENT IN TOURISM ELECTIVE 3 0 0 5

Offered By

Tourism Management

Level of Course Unit

Second Cycle Programmes (Master's Degree)

Course Coordinator

ASSOCIATE PROFESSOR GÜRHAN AKTAŞ

Offered to

Tourism Management

Course Objective

The objective of this course is to examine the concepts of quality and management; to apply total quality management tools in tourism businesses; and to set up and evaluate total quality management systems.

Learning Outcomes of the Course Unit

1   Implement quality management processes in tourism businesses. 2   Apply total quality management tools. 3   Set up quality management systems. 4   Make provisions for the application process of quality rewards. 5   Evaluate quality management systems in terms of documentation and economics of quality.

Mode of Delivery

Face -to- Face

Prerequisites and Co-requisites

None

Recomended Optional Programme Components

None

Course Contents

Week Subject Description 1 Concept of Management 2 Management Theories 3 Concept of Quality and Its Development 4 Dimensions of Quality 5 Concept of Service Quality and Its Dimensions 6 Total Quality Management: Development and Principles 7 Midterm 8 Process Management and Continuous Learning 9 Total Quality Management: Old and New 7-Tools 10 Quality Management Systems 11 Quality Rewards 12 Quality Rewards 13 Quality Costs 14 Measurement of Service Quality in Tourism Businesses

Recomended or Required Reading

Textbook(s): Toplam Kalite Yönetimi, Hasan Şimşek, Seçkin Yayıncılık, Ankara, 2010, 292 sf. Materials: Articles from academic journals

Planned Learning Activities and Teaching Methods

Lectures Case analysis

Assessment Methods

SORTING NUMBER SHORT CODE LONG CODE FORMULA 1 MTE MIDTERM EXAM 2 FCG FINAL COURSE GRADE 3 FCGR FINAL COURSE GRADE MTE * 0.40 + FCG* 0.60 4 RST RESIT 5 FCGR FINAL COURSE GRADE (RESIT) MTE * 0.40 + RST* 0.60 *** Resit Exam is Not Administered in Institutions Where Resit is not Applicable.

Further Notes About Assessment Methods

None

Assessment Criteria

To be announced.

Language of Instruction

English

Course Policies and Rules

To be announced.

Contact Details for the Lecturer(s)

avsar.kurgun@deu.edu.tr

Office Hours

To be announced.

Work Placement(s)

None

Workload Calculation

Activities Number Time (hours) Total Work Load (hours) Lectures 14 3 42 Preparations before/after weekly lectures 14 3 42 Preparation for midterm exam 1 20 20 Preparation for final exam 1 20 20 Midterm 1 1,5 2 Final 1 1,5 2 TOTAL WORKLOAD (hours) 128

Contribution of Learning Outcomes to Programme Outcomes

PO/LO PO.1 PO.2 PO.3 PO.4 PO.5 PO.6 PO.7 PO.8 PO.9 PO.10 LO.1 5 4 5 5 4 5 5 3 5 5 LO.2 5 5 5 3 4 4 4 5 4 5 LO.3 5 4 4 4 4 4 4 4 3 4 LO.4 5 5 5 4 5 4 4 3 4 4 LO.5 5 5 4 4 4 4 3 4 4 3