OBTL Plan (Flexible Learning Mode)

COURSE TITLE QUALITY SERVICE MANAGEMENT IN TOURISM AND COURSE CODE THC 3 (2020)
HOSPITALITY
CREDIT UNITS COURSE PRE-/CO- THC 7 and HMPE 8
3.0 REQUISITES
CONTACT 3 HOURS COURSE PLACEMENT As reflected in the program curriculum
HOURS
COURSE This course aims to enable the students to recognize and assess quality management processes in hospitality and tourism related organization and to
DESCRIPTION evaluate departmental processes and planning strategies. Topics include concepts and terminologies of TQM: definition, common element and
terminology; vision and reality - bridging the gap; constructive and critical personal reflection; proposed quality, self-assessment and peer assessment;
seeking practical feedback for supervisors and continuing improvement, developing a personal management philosophy and personal development plan

ESSENTIAL At the end of the course, students must be able to demonstrate:

OUTCOMES
1. Define and explain the related concepts of Quality Service Management and Total Quality Management..
2. Demonstrate the excellent practical techniques and role of leadership towards delivering quality and service.
3. Organize the Quality Management Systems that involves employees towards productivity
4. Create a plan on for a continuous process improvement through management tools in an organization.
Sources:
Bianca, A. (2019). Five Core Dimensions of Empowerment. Retrieved from: https://yourbusiness.azcentral.com/5-core-dimensions-
empowerment-9569.html
McGovern, M. (2018). 7 Deadly Sins in Service. Retrieved from: https://www.customerexperienceinsight.com/7-deadly-sins-of-customer-service/
Ramasamy, S. (2012). Total Quality Management
The Ritz-Carlton Hotel.(2021). Retrieved from: https://www.ritzcarlton.com/en/about/gold-standards
Userlike. (2016). Nine Practical Methods for Measuring Service Quality. Retrieved from: https://www.userlike.com/en/blog/measuring-service-
quality
Ziloweb. (2020). Three Components of Excellent Service. Retrieved from: https://ziloweb.com/2020/05/14/the-three-components-of-excellent-
service-quality/
COURSE 1. Class Participation (Recitation, Group Presentation, Assignment, etc.)
REQUIREMENTS 2. Quizzes (Self Test)
3. Major Examination (Midterm & Final)
4. Project Submission
5. Final Term Paper
ESSENTIAL OUTCOME 1

MODALITY & TLAs

WEEK CONTENT RESOURCES TASK SUBMISSION

ASSESSMENTS DATE
MODALITY (Remote, TEACHING
Blended) LEARNING
ACTIVITIES
1 CLASSROOM ORIENTATION Student Handbook
a. UMAK Mission/Vision
b. Rules and Regulation
c. Grading System
d. Class Requirements
e. Class introduction

2 MODULE 1 Synchronous Session Synchronous Session Book: Total Quality Management by Assignment
via Google Meet Suburraj Ramasamy (2012) To be
Introduction to Quality Service Individual Essay submitted right
Management and Total Quality Chapter Module via Pages 1.1 - 1.15 after the
Management TBL Hub discussion

 Discussion on brief history of QSM

 Definition of Total Quality
Management
 Definition of Quality and Service
 Service Quality Concepts in
Tourism and Hospitality
3 MODULE 2 Synchronous Session Synchronous Session Website: Assignment To be
via Google Meet https://www.customerexperienceinsight. submitted right
Guest Service com/7-deadly-sins-of-customer- Individual Essay after the
 Seven Deadly Sins in Service Chapter Module via service/ discussion
 Steps and Ways to Improve TBL Hub Accomplish Case
 Service Book: Total Quality Management by Studies
 Involvement of Customer Suburraj Ramasamy (2012)
Satisfaction
The Kano Model Pages 5.4 - 5.11
Fishbone Analysis of
Customers
4 MODULE 3 Asynchronous Asynchronous Book: Total Quality Management by Youtube Video
Session via TBL Hub Suburraj Ramasamy (2012)
To be
Guest Satisfaction Reflection Paper
submitted right
 The Satisfaction or Delight Watching Youtube Pages 5.15 - 5.25
after the
 Principles in Achieving Guest Videos with regards to
discussion
Satisfaction Guest Satisfaction

5 MODULE 4 Synchronous Session Synchronous Session Website: Individual Essay To be

via Google Meet https://www.ritzcarlton.com/en/about submitted right
The Moment of Truth /gold-standards Oral Recitation after the
 Describe the concept of Moment of Chapter Module via discussion
Truth in Guest Service TBL Hub
 Review the components of Service By batch Oral
Quality Philosophy utilized by the Recitation
Ritz-Carlton Hotel Company
(Credo and Basics)

ESSENTIAL OUTCOME 2
6 MODULE 5 Synchronous Session Synchronous Session Websites: Assignment To be
via Google Meet submitted after
Components of Excellent Service https://ziloweb.com/2020/05/14/the- Short Quizzes 1 week prior to
Quality Chapter Module via three-components-of-excellent- the date where
TBL Hub service-quality/ Individual Essay the task is
 Three Components of Excellent given
Service Quality https://yourbusiness.azcentral.com/5
-core-dimensions-empowerment-
 Five Dimensions of Empowerment 9569.html
 Nine Practical Techniques and
Metrics for Measuring Service https://www.userlike.com/en/blog/me
asuring-service-quality
Quality
7 MODULE 6 Synchronous Session Synchronous Session Book: Total Quality Management by Submission of To be
via Google Meet Suburraj Ramasamy (2012) Case Studies submitted right
Quality and Leadership after the
Chapter Module via Pages 3.1 - 3.7 Individual Essay discussion
 Definition of Leadership TBL Hub
  Deming’s 14 Points for Top
Management
 Ten Strategies for Top
Management

8 MODULE 7 Asynchronous Asynchronous Book: Total Quality Management by Youtube Video To be

Session via TBL Hub Suburraj Ramasamy (2012) submitted right
Customer Feedback About Quality Reflection Paper after the
 Customer Feedback Watching Youtube Pages 5.15 - 5.25 discussion
 Customer Resolution Videos with regards to
 Recovery Process (Customer Guest Satisfaction
Complaints)

9 Asynchronous Asynchronous Long Quiz via Project

Session via TBL Hub TBL Hub Deadline: 1
Review Questions and Application week after
Midterm Exam.

10 MIDTERM EXAMINATION
Examination via TBL Hub
Topics Covered: Module 1 - 7
ESSENTIAL OUTCOME 3
11 MODULE 8 Synchronous Session Synchronous Session Book: Total Quality Management by Assignment To be
via Google Meet Suburraj Ramasamy (2012) submitted right
Quality Management Systems (QMS) Individual Essay after the
 History of ISO Chapter Module via Pages 20.3 - 20.20 discussion
 ISO 9001: Standards and TBL Hub
Requirements
 QMS Clauses

12 MODULE 9 Synchronous Session Synchronous Session Book: Total Quality Management by Assignment To be
via Google Meet Suburraj Ramasamy (2012) submitted right
Employee Involvement Individual Essay after the
 Employee Motivation Chapter Module via Pages 6.1 - 6.2 discussion
 Motivation Theory of Individuals TBL Hub
 Herzberg Theory
Hygiene Theory
Motivation Theory
13 MODULE 10 Synchronous Session Synchronous Session Book: Total Quality Management by Assignment To be
via Google Meet Suburraj Ramasamy (2012) submitted right
Organizing Employees Towards Individual Essay after the
 Quality and Productivity Chapter Module via Pages 6.3 - 6.7 discussion
 Teamwork TBL Hub Online Quizzes
 Training and Mentoring via TBL Hub
 Awards and Recognitions
14 MODULE 11 Synchronous Session Synchronous Session Book: Total Quality Management by Assignment To be
via Google Meet Suburraj Ramasamy (2012) submitted right
Six Sigma Individual Essay after the
 Definition of Six Sigma Chapter Module via Pages 13.1 - 13.16 discussion
 Origin of Six Sigma TBL Hub Online Quizzes
 Essence of Six Sigma via TBL Hub
 Six Sigma Process Models

ESSENTIAL OUTCOME 4
15 MODULE 12 Synchronous Session Synchronous Session Book: Total Quality Management by Assignment To be
via Google Meet Suburraj Ramasamy (2012) submitted right
Continuous Process Improvements Individual Essay after the
Chapter Module via Pages 8.1 - 8.8 discussion
 Juran’s Trilogy TBL Hub Online Quizzes
 Concepts of Kaizen via TBL Hub
 PDCA and 7 Quality Tools
 PDSA Cycle

16 MODULE 13 Synchronous Session Synchronous Session Book: Total Quality Management by Assignment To be
via Google Meet Suburraj Ramasamy (2012) submitted right
Seven New Management Tools Individual Essay after the
 Tool 1: Affinity Diagram Chapter Module via Pages 14.1 - 14.15 discussion
 Tool 2: Relationship Diagrams TBL Hub Activity via TBL
 Tool 3: Tree Matrix Hub
 Tool 4: Matrix Diagram
 Tool 5: Process Decision Program
Chart
 Tool 6: Activity Network Diagram
 Tool 7: Prioritization Matrix
17 MODULE 14 Synchronous Session Synchronous Session Book: Total Quality Management by Assignment To be
via Google Meet Suburraj Ramasamy (2012) submitted right
Seven Quality Control Tools Individual Essay after the
 Tool 1: Process Flow Chart Chapter Module via Pages 11.3 - 11.8 discussion
 Tool 2: Cause and Effect Diagram TBL Hub Computation
 Tool 3: Check Sheet
 Tool 4: Scatter Diagram
 Tool 5: Paretto Chart
  Tool 6: Histogram

18 FINAL EXAMINATION
Individual Submission of Final Term Paper

GRADING Class Standing 60%

SYSTEM Homework
Online activities
Submitted outputs (Assignments, Projects)
Attendance
Behavior
Midterm Project/Final Term Paper Presentation 40%
TOTAL 100%

DATE / PREPARED BY DATE / CHECKED BY DATE / APPROVED BY DATE / REVISED BY

Prof. Ivan Dean S. Salacata

Prof. Loreta S. Pascual Prof. Analie T. Sancho

Prof. Markdolf Maliwat