PAMBAYANG DALUBHASAAN NG MARILAO

Abangan Norte, Marilao, Bulacan

COLLEGE OF HOSPITALITY AND TOURISM MANAGEMENT

DEPARTMENT OF TOURISM MANAGEMENT

COURSE SYLLABUS

I. COURSE CODE : TM 221

II. COURSE TITLE : TOTAL QUALITY MANAGEMENT

III. COURSE CREDIT : 3 units lecture (3 hours/week)

IV. PRE-REQUISITE/s : Mgt1

V. COURSE DESCRIPTION :

This course aims to enable participants to recognize and assess quality management processes in a hospitality and tourism organization and to evaluate
departmental processes and planning strategies.

VI. GENERAL COURSE OBJECTIVES:

At the end of the course, the students must be able to:
1. Understand and apply the concepts of TQM
2. Explain the need for the application of TQM process to a department within a hotel/restaurant establishment
3. Identify departmental Key Performance Indicators (KPI’s) and their relationship to continuous improvement
4. Explain the key TQM required for successful change management

VII. COURSE OUTLINE:

Page 1 of 6
Syllabus Distribution and Orientation
Part I. Introduction
Part II. Total Quality Management
Part III. Quality Improvement Techniques
Part IV. Statistical Concepts
Part V. Control Charts for Variables Part IX. Reliability
Part VI. Control Chart Interpretation and Analysis Part X. Quality Costs
Part VII. Other Variable Control Charts Part XI. Advanced Topics
Part VII. Fundamentals of Probability Part XII. Quality Systems: ISO 9000, Six Sigma
Part VIII. Control Charts for Attributes Part XIII. Benchmarking and Auditing
Page 2 of 6
 TEACHING STUDENT ACTIVITES/
TIME
SPECIFIC LEARNING OBJECTIVES TOPICS/CONTENT METHODOLOGIES/ EVALUATIVE
FRAME
STRATEGIES MEASURES
Week 1 1.Discuss mission/ vision and policies of the school Syllabus Distribution and Orientation  Class discussion  Question and
2. Discuss the course and its requirement/grading system A. Mission/ Vision of the school  Open forum Answer
B. School Policies
C. Grading System
D. Course Outline

I. BUSINESS EXCELLENCE
1. Describe and explain the concepts of Total Quality Management
A. Overview of Total Quality Management
Week 2 2. Define quality, product and service. B. Defining Quality (Product and Service)  Class Discussion  Class Participation
3. Discuss quality as a competitive tool C. Quality as a Competitive Tool  Lecture  Quiz
4. Discuss organization-wide quality management D. Organization-wide Quality Management  Image / Power point  Case study
presentation  Assignment
Week 3 1. Describe and differentiate the various schools of thought of TQM II. Total Quality Management – Various  Class Discussion  Graded Recitation
Schools of Thought  Lecture  Assignment
A. Deming  Blackboard illustrations  Quiz
B. Juran  Image / Power point  Journal/ article
C. Crosby presentation review
D. Ishikawa and Others
Week 4 1. Draft /create sample vision and mission statements  III. LEADERSHIP, EMPLOYEE INVOLVEMENT,  Class Discussion  Class Participation
2. Explain concept of organizational goals AND QUALITY CULTURE  Lecture  Graded Recitation
3. Explain fostering commitment from top management A. Creating Vision and Mission Statements  Blackboard illustrations  Reaction paper
4. Describe aspects of total employee participation B. Establishing Organization Goals  Image / Power point  Quiz
5. Express an opinion on how to build a quality culture C. Fostering Commitment from Top presentation  Assignment
Management
D. Total Employee Participation
E. Building a Quality Culture
Week 5 1. Define statistical terms IV. Statistical Concepts  Class Discussion  Class Participation
2. Identify measures of central tendency and explain A. Definitions  Lecture  Graded Recitation
3. Identify and explain measure of dispersion B. Measures of Central Tendency  Blackboard illustrations  Reaction paper
4. Discuss the concepts of population and samples C. Measure of Dispersion  Image / Power point  Quiz
5. Discuss normal curves D. Concepts of Population and Samples presentation
 E. Normal Curves   Group activity
Week 6 PRELIMINARY EXAMINATION
Week 7 1. Discuss some of the principles, practices, and philosophy V. CONTINUOUS IMPROVEMENT  Class Discussion  Class Participation
related to total quality management PHILOSOPHY  Lecture  Graded Recitation
A. The PDSA or PDCA Cycle  Blackboard illustrations  Reaction paper
B. Kaizen  Image / Power point  Computation
C. 5-S Principles presentation  Board work
 Quiz
 Assignment
Week 8 1. Express opinion or insight on to customer needs  VI. CUSTOMER SATISFACTION, PARTNERSHIP  Class Discussion  Seat Work
2. Demonstrate ability to measure customer satisfaction AND  Lecture  Class Participation
3. Set sample performance goals PERFORMANCE MEASUREMENT  Blackboard illustrations  Graded Recitation
A. Focusing on Customer Needs  Image / Power point  Quiz
B. Measuring Customer Satisfaction presentation  Assignment
C. Setting Performance Goals  Group activity
Week 9 1. Discuss partnership and suppliers D. Establishing Key Measurement Indicators  Class Discussion  Seat Work
2. Explain balanced Scorecard Model E. Partnership and Suppliers  Lecture  Class Participation
F. Balanced Scorecard Model  Blackboard illustrations  Graded Recitation
G. Managing Information  Image / Power point  Quiz
presentation  Assignment
 Group activity
Week 10 1. Define and discuss data analysis techniques  VII. TOOLS FOR CONTINUOUS  Class Discussion  Graded Recitation
2. Describe and explain tools for continuous improvement IMPROVEMENT (I)  Lecture  Seatwork
A. Data Analysis Techniques  Blackboard illustrations  Assignment
B. Management Planning Tools  Image / Power point  Board work
presentation  Quiz
 Group activity
Week 11 1. Discuss statistical process control VIII. TOOLS FOR CONTINUOUS  Class Discussion  Assignment
2. Enumerate and explain process capability and six sigma. IMPROVEMENT (II)  Lecture  Quiz
A. Statistical Process Control  Blackboard illustrations  Recitation
B. Process Capability and Six Sigma  Image / Power point
presentation
Week 12 MIDTERM EXAMINATION
Week 13 1. Discuss product life cycle IX. Reliability  Class Discussion  Reporting
2. Describe and explain measures of reliability A. Product Life Cycle  Lecture  Quiz
 B. Measures of reliability  Blackboard illustrations  Recitation
 Image / Power point  Reaction paper
presentation  Group written
 assignment
Week 14 1. Discuss and explain quality cost measurement X. Quality Costs  Class Discussion  Report
2. Utilize quality costs for decision-making A. Quality Cost Measurement  Lecture  Quiz
B. Utilizing Quality Costs for Decision-Making  Image / Power point  Recitation
presentation  Group written
 Film viewing assignment
Week 15 1. Demonstrate skills on how to prepare quality function XI. Advanced Topics  Assignment  Reporting
deployment A. Quality Function Deployment  Lecture  Quiz
2. Develop or design experiments for quality management. A. Design of Experiments  Discussion on concepts  Recitation
 Reaction paper
Week 16 1. Discuss certification requirements XII. Quality Systems: ISO 9000, Six Sigma  Class Discussion  Reporting
2. Explain evolving standards A. Certification Requirements  Lecture  Quiz
Evolving Standards  Image / Power point  Assignment
presentation  Recitation
 Reaction paper
Week 17 1 Discuss and understand benchmarking and auditing XIII. Benchmarking and Auditing  Class Discussion  Reporting
2 Apply quality techniques to improve business processes A. Reaching World Class Standards  Lecture  Quiz
3 Express opinion on how to strengthen competitive standards  Blackboard illustrations  Recitation
 Image / Power point  Reaction paper
presentation
 Film viewing
Week 18 FINAL EXAMINATION

VII. GRADING SYSTEM:

Weight distribution for Periodical Grade:
 Periodic Examination 40%
Quizzes 30%
Class Standing* 20%
Attendance 10%
100%
* Seatwork, assignment, recitation, project, deportment
Weight Distribution for Final Grade PG: 30% MG: 30% FG: 40%

IX. REFERENCES:

 Apa-ap, Renato. 2007. Quantitative Techniques Management. National Book Store

 Donna C. S. Summers. 2010. Quality, 5th edition. Prentice-Hall

 Metti, MC. 2008. Hotel Planning Management. Anmol Publication

 Orcullo, N.A. 2007. Fundamentals of Strategic Management. Rex Bookstore Inc

 http://www.hotelmule.com/management/html/34/434-3372.html

Prepared by: Reviewed by: Noted by: Approved by:

Virgilia J. Arispe, MAEd Joan Valerie G. Javier, MAEd Dolores D.C. Cajucom, MAEd Milagros B. David, Ph.D
HRM Program Head OIC- Tourism Management Administrator President