METRO DUMAGUETE COLLEGE, INC.

E.J. Blanco Extension Road, Brgy. Daro, Dumaguete City, Philippines 6200
Telephone Nos. (035) 420-9801, 420-9728 or 422-4605
Website: www.mdci.edu.ph

COURSE SYLLABUS
COURSE DETAILS

Course Descriptive Title Transportation Management (covers air, land, & sea) Course Type Lecture

Course Code TRPC421 Course Contact Hours 54 hours in a Semester

Course Credits 3 Units Course Pre-requisites

Transportation management is part of Tourism Management's major subject dealing with the basic principles of Transportation Services,
Course Description Systems, and Terminology. In this subject the learners will familiarize Land Based, Water Based and Air Based Transport with the various
transport areas. It also deals with the interrelationship of different sectors under the Transportation Industry.

At the end of the course, the students should be able to:

Course Learning Outcomes CLO 1. Receive and resolve customer complaints
CLO 2. Maintain quality customer/guest service

COURSE OUTLINE AND TIMEFRAME

Week/s Course Content
Unit 0. Class Orientation
1 A. Course Goals and Outcomes
B. Course Policies, Routines and Grading System
Unit 1. Introduction to Transportation
A. History of Transportation
B. Transportation
C. Complaint
2
1. Complaint
2. Complainer
3. Complainee
D. Importance of Complaints
 Unit 2. Handling Complaints
A. 5 Steps to Handling Complaints
Subunit 1. Tourism Industry
3
A. Tourism Industry
B. Travel Industry
C. Sectors and Companies Within the Travel and Tourism Industry

Unit 3. Resolving Customer Complaints

A. Resolving Customer Complaints
Subunit 1. Transport and Tourism Relationship
4
A. Role of Transport in Tourism
B. Impacts of Transport in Tourism
C. Negative Effects of increase in traffic due to World Tourism Growth

Unit 4. Referring Customer Complaints

A. Resolving Customer Complaints
Subunit 1. Air Transportation
A. History
5-6 B. Types of Operation
C. Local Impacts of Airports
D. Kinds of Airports
E. Types of Airports
F. ICAO & IATA

7 Midterm Examination
 Unit 5. Identify Customer/Guest Requirements
A. Customers’ Needs
B. Quality Service
C. Customer
D. Needs, Wishes, and Expectations
E. How to identify customer needs, wishes and expectations
8-9 Subunit 1. Water Transportation
A. Evolution of Water Transport
B. Types of Water Transportation
C. Types of Water Transport
D. Types of Commercial Ships
E. Top Shipping Companies in The Philippines
F. Onboard Facilities

Unit 6. Ensure Delivery of Quality Products/Services

A. Defining Quality Service
B. Requiring Quality from Start to Finish
C. Quality Control Myths
Subunit 1. Land Transportation
10-11
A. 2 Types of Land Transportation
B. Road Transportation
C. Rail Transportation
D. Land Transportation in the Philippines
E. Land Transportation Office

Unit 7. Evaluate Customer Service

A. Importance of Customer Evaluation
B. 18 ways to evaluate customer service
C. Tips for evaluating customer service
12-13 Subunit 1. Rail Transportation
A. History of Rail Transportation
B. Types of Rail Transportation
C. Rail Transportation in the Philippines
D. The Philippine National Railways (PNR)

14 Final/Practical Examination
COURSE LEARNING PLAN
Specific
Course Outcome -
Learning Teaching and
Week Learning Based
Outcomes Course Content (Topics) Learning Activities Resource Materials
No. Outcomes Assessment
(SLO) (TLA)
(CLO) (OBA)

Unit 0. Class Orientation

A. Course Goals and Outcomes  Discussion thru Video
1
B. Course Policies, Routines and Grading Conferencing
System

Unit 1. Introduction to Transportation

 Computer based
A. History of Transportation
Receive and training (e-learning)
B. Transportation
resolve Identify and  Information Sheets History of
C. Complaint https://blog.mihlfeld.com/the-6-
2 customer analyze the  Lecture/ Discussion Transportation
1. Complaint modes-of-transportation
complaints complaint. thru Video (Video making)
2. Complainer Conferencing
3. Complainee  Exercises
D. Importance of Complaints

Unit 2. Handling Complaints  Computer based

Receive and A. 5 Steps to Handling Complaints training (e-learning)
resolve Subunit 1. Tourism Industry  Information Sheets Transportation
Respond to https://www.helpscout.com
3 customer A. Tourism Industry  Lecture/ Discussion Complaints
complaints /helpu/customer-complaints/
complaints B. Travel Industry thru Video (Role-play)
C. Sectors and Companies Within the Conferencing
Travel and Tourism Industry  Exercises
 Unit 3. Resolving Customer Complaints
 Computer based Negative
A. Resolving Customer Complaints
Receive and Determine and training (e-learning) Effects of
Subunit 1. Transport and Tourism https://www.legalzoom.com/
resolve agree upon  Information Sheets increase in
Relationship articles/how-to-acknowledge-
4 customer appropriate action  Lecture/ Discussion traffic due to
A. Role of Transport in Tourism customer-complaints-build-your-
complaints to resolve thru Video World Tourism
complaint
B. Impacts of Transport in Tourism Conferencing Growth
brand-and-create-customer-loyalty
C. Negative Effects of increase in traffic  Exercises (Documentary)
due to World Tourism Growth

Unit 4. Referring Customer Complaints

A. Referring Customer Complaints  Computer based
Airports in the
Receive and Subunit 1. Air Transportation training (e-learning)
Philippines
resolve A. History  Information Sheets
(Portfolio) http://customerservicegov.com/
5-6 customer Refer complaints B. Types of Operation  Lecture/ Discussion
Referring resources/referringcustomers.htm
complaints C. Local Impacts of Airports thru Video
Complaints
D. Kinds of Airports Conferencing
(Role-play)
E. Types of Airports Exercises
F. ICAO & IATA

7 Midterm Examination
 Unit 5. Identify customer/ guest
requirements.
A. Customers’ Needs
B. Quality Service
C. Customer
D. Needs, Wishes, & Expectations  Computer based
training (e-learning)
Maintain E. How to identify customer needs, wishes Identifying https://www.coursehero.com/file/
Identify  Information Sheets
quality and expectations customer/guest pa7guuq/graces-the-walls-of-the-
8-9 customer/ guest  Lecture/ Discussion
customer/ Subunit 1. Water Transportation requirements managers-office-It-is-a-pretty-good-
requirements thru Video
guest service A. Evolution of Water Transport (Role-play) description-of-who/
Conferencing
B. Types of Water Transportation Exercises
C. Types of Water Transportation
D. Types of Commercial Ships
E. Top Shipping Companies in The
Philippines
F. Cruise Ship

Unit 6. Ensure Delivery of Quality

Products/Services
A. Defining Quality Service  Computer based
B. Requiring Quality from Start to Finish training (e-learning) Land
Maintain https://
Ensure delivery of C. Quality Control Myths  Information Sheets Transportation
quality www.hmpgloballearningnetwork.com
10-11 quality D. The Continuous Quality Cycle  Lecture/ Discussion in the
customer/ /site/emsworld/article/10323948/
products/services Subunit 1. Land Transportation thru Video Philippines
guest service delivery-quality-services
A. Types of Land Transportation Conferencing (Portfolio)
B. Land Transportation in the Exercises
Philippines
C. Land Transportation Office
 Unit 7. Evaluate Customer Service
A. Importance of Evaluating Customer
Service  Computer based
18 ways to
B. 18 ways to evaluate customer service training (e-learning)
Maintain evaluate
C. Tips for evaluating customer service  Information Sheets https://www.indeed.com/career-
quality Evaluate customer
12-13 Subunit 1. Rail Transportation  Lecture/ Discussion advice/career-development/
customer/ customer service service
A. History of Rail Transportation thru Video evaluating-customer-service
guest service (Creative
B. Types of Rail Transportation Conferencing
Portfolio)
C. Rail Transportation in the Philippines Exercises
D. The Philippine National Railways
(PNR)

Final Examination

SUGGESTED READINGS AND REFERENCES

Course Content 1:
https://blog.mihlfeld.com/the-6-modes-of-transportation
https://www.helpscout.com /helpu/customer-complaints/
https://www.legalzoom.com/articles/how-to-acknowledge-customer-complaints-build-your-brand-and-create-customer-loyalty
http://customerservicegov.com/resources/referringcustomers.htm

Course Content 2:
https://www.coursehero.com/file/pa7guuq/graces-the-walls-of-the-managers-office-It-is-a-pretty-good-description-of-who/
https://www.hmpgloballearningnetwork.com/site/emsworld/article/10323948/delivery-quality-services
https://www.indeed.com/career-advice/career-development/evaluating-customer-service
COURSE REQUIREMENTS, CLASS POLICY, AND GRADING SYSTEM
Course Requirements

Class Policy Uniform and Dress Code

a. Students should be in proper uniform/attire, wear school ID and appropriate shoes except during laboratory class.
b. PE Uniform should be worn only during PE class.
c. Wearing of shorts, slippers, earrings for males, spaghetti strap, etc. are not allowed.

Attendance, tardiness and absenteeism

a. Minimum of 80% attendance of the total contact hours in the subject is required (checking is done every meeting).
b. A minimum of 3 consecutives absences without justifiable reasons requires a promissory note from the college guidance coordinator.
c. 6 consecutives absences in the class mean a “drop” in the subject.
d. Failure to take the prelim exam preceded by absences means a “drop” in the subject.
e. Failure to attend regular classes after taking prelim exam means a grade of 5.0 in the subject.

Attendance, tardiness and absenteeism

a. Cheating and copying are strictly prohibited.
b. Borrowing of exam paraphernalia is NOT allowed during exams.
c. During midterm and final exams, only answer sheets, permits, calculators, pens, pencils and erasers are allowed on the desk; other things should be
deposited on a place designated by the teacher/instructor.
d. Other policies will be imposed as deemed necessary and agreed upon between the students and the subject professor.

Other Policies
a. Cell phones should be shut-off during class hours.
b. Vandalism is strictly prohibited and punishable.,
c. No smoking within the school premises.
d. Students under the influence of liquor are not allowed inside the school compound.
e. Proper grooming should be observed.
f. Other policies will be strictly imposed as contained in the student handbook.

Grading System

Prepared by: Checked by: Verified by: Approved by:

JOHN JOSEPH T. AMILER

STEPHEN A. RIVERA MARY JEAN GIMONY YMPAL EVA C. MELON. Ed. D. DELMA P. MANILA, DPA, CESO V
Instructor DTOT Chairperson Vice President, Academic Affairs President
Date: Date: Date: Date: