Republic of the Philippines

CEBU TECHNOLOGICAL UNIVERSITY

MOALBOALCAMPUS
Poblacion West, Moalboal Cebu
Tel Nos. (032) 4474-8196; 474-8104; 474-8383
Fax Nos. 474-8196; 474-8104; 474-8383
Website: http://www.ctu.edu.ph

COURSE SYLLABUS INS Form 1

in September 2021
BME 1 Revision: 5
TOTAL QUALITY MANAGEMENT Page 1 of 8 pages
First Semester, AY 2022 - 2023

Department/ Area : HOSPITALITY AND TOURISM MANAGEMENT

Curriculum : BACHELOR OF SCIENCE IN HOSPITALITY MANAGEMENT
Curricular Year : THIRD YEAR
No. of Hours/ Sem. : 54 HOURS
Credit Unit(s) : 3 UNITS (3 UNITS LECTURE)
Prerequisite(s) : NONE

Vision of the University : CTU as a premier inclusive, globally-recognized research and innovation, smart, community-responsive, and
sustainable technological university.

Mission of the University : The University shall primarily provide leading-edge degree programs, innovative professional,
entrepreneurial, and technical instruction as well as research, and extension programs that address both the
needs of the region and the nation in the context of the global knowledge economy, Fourth Industrial
Revolution, and sustainability.

Goals of the University
: By the end of 2024, CTU will be globally recognized for its quality. Specifically, it will:
• Obtain a Philippine university system status with a CHED SUC Level V recognition or equivalent;
• Be ranked among the Top 10 Universities in the Philippines;
• Be included in the list of internationally recognized ranking of universities (including Quacquarelli
Symonds, Times Higher Education, Shanghai University Ranking, World University Impact Ranking);
• Pursue efforts to pave way for the development of new programs (including natural sciences and Doctor of
Medicine) and Transnational Higher Education;
• Achieve world-class performance and excellence in total quality management; and
• Lead innovations in the Fourth Industrial Revolution
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•
Core Values : Commitment, Transparency, Unit, Patriotism, Integrity, Excellence, Spirituality (CTU PIES)

Program Outcomes : The BSHM program aims to develop tourism practitioners who can (CMO 62 Series 2017):

A. COMMON TOALL PROGRAMS

1. Articulate and discuss the latest developments in the specific field of practice;
2. Effectively communicate orally and in writing using English, Filipino, mother tongue language, and an
appropriate Foreign Language required by the industry;
3. Work effectively and independently in the multi-disciplinary and multi-cultural teams;
4. Act in recognition of professional, social and ethical responsibility;
5. Preserve and promote “Filipino historical and cultural heritage” (based on R.A. No. 7722);

B. COMMON TO THE BUSINESS AND MANAGEMENT DISCIPLINE

6. Perform the basic functions of management such as planning, organizing, leading and controlling;
7. Apply the basic concepts that underlie each of the functional areas of business (marketing, finance, human
resources management, production and operations management, information technology, and strategic
management) and employ these concepts in various business situations;
8. Select the proper decision making tools to critically, analytically and creatively solve problems and drive
results;
9. Apply information and communication technology (ICT) skills as required by the business environment;
10. Work effectively with other stakeholders and manage conflict in the workplace;
11. Plan and implement business-related activities;
12. Demonstrate corporate citizenship and social responsibility;
13. Exercise high personal moral and ethical standards;

C. COMMON TO TOURISM AND HOSPITALITY DISCIPLINE

14. Demonstrate knowledge of tourism industry, local tourism products and services;
15. Interpret and apply relevant laws related to tourism industry;
16. Demonstrate knowledge on the tourism industry, local tourism products and services;
17. Interpret and apply relevant laws related to tourism industry;
18. Observe and perform risk mitigation activities;
19. Utilize information technology applications for tourism and hospitality;
20. Manage and market service oriented business organization;
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21. Demonstrate administrative and managerial skills in a service oriented business organization;
22. Prepare and monitor industry capital development functions of a tourism oriented organization;
23. Perform human capital development functions of a tourism oriented organization;
24. Utilize various communication channels proficiently in dealing with guests and colleagues;
25. Produce food products and services complying with enterprise standards;
26. Apply management skills in F&B service and operations;
27. Perform and provide full guest cycle services for front office;
28. Perform and maintain various housekeeping services for guest and facility operations; and
29. Plan and implement a risk management program to provide a safe and secure workplace;
30. Provide food & beverage service and manage the operation seamlessly based on industry standards;

Course Description : This course will develop knowledge, skills and attitudes in ensuring the work environment of the
organization fits the industry professional. Topics include: planning and designing workstations to create
efficient and effective workplace, selecting workstation furnishings to provide flexibility and adaptability for
workers, designing lighting for proper illumination on work areas and creating work areas where noise is
controlled for normal operation to be done in the work station (CMO 62, S 2017).

Course Learning 1. Recognize the professional, social, and ethical responsibilities. (PLO2, PLO3, PLO8, PLO9)
Outcomes 2. Design systems, component, or process to meet desired needs within realistic constrains such as
economic, environmental, social, political, ethical, health and safety, manufacturability and sustainability,
according to standards. ( PLO4, PLO6, PLO9, PLO12, PLO15, PLO16, PLO17)
3. Identify and make solutions to the problems in hospitality industry. (PLO1, PLO7, PLO5, PLO7, PLO17)
4. Utilization of techniques, skills and modern tools necessary for the facility planning in hospitality industry.
(PLO10, PLO11, PLO12, PLO13, PLO14)
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Course content:

INTENDED LEARNING ASSESSMENT TASKS TEACHING-LEARNING CONTENTS LEARNING REMARKS

OUTCOMES ACTIVITIES RESOURCES
(TIME ALLOCATION)
• Relate the Vision, Getting-to-Know you Discussion  ORIENTATION  CTU Website 
Mission and Goals workshop 
of the College and Oral Recitation  Group Dynamics  1.Vision, Mission, Goals, PPT Presentation
the University to the Lab clean-up and   and Objectives of
course upkeep Orientation CTU/COT/HM; 
2.Orientation of the Course
• Point out the and grading system;
relevant relationship of the
VMGO to their degree
program as well as
elaborate the grading
system procedures
3 hours

• Explain primary   Test (quiz, seatwork, and Lecture  Introduction to TQM  Technology visual
elements, core   assignment)  • Defining Quality  aids 
concepts and   Group and • Defining TQM 
benefits of total   Oral and group report individual Guide questions
• Shifting from
quality management   (brainstorming)  reporting  (from the
Traditional  
Management to TQM books) 
Oral and performance- Small-group
(CLO 1 & 3)  TQM and Reengineering Videos from web
based activity
4 hours Marker
discussion

Oral/board

participation 
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Watching videos from

YouTube
• Identify the eight   Test (quiz, seatwork, and Lecture  S Technology visual
dimension of   assignment)  S Strategic aids 
product quality, and   Group and Dimensions of
the five dimensions   Oral and group individual Quality Guide questions
of service quality  report (brainstorming)  reporting  • Features  (from the
• Reliability  books) 
Oral and performance- Small-group
(CLO 2)  • Conformance 
based activity Videos from web
3 hours • Durability 
discussion
• Serviceability 
 Aesthetics Marker
Oral/board
Perceived
Quality
participation 

Watching videos
from YouTube

• Identify the different Test (quiz, seatwork, and Lecture  Gurus of TQM  Technology visual
quality gurus in   assignment)  • Deming: 14 points aids 
Quality Group and for quality
management; Oral and group report individual Guide questions
management
the contributions of (brainstorming)  reporting  (from the
• Crosby: 14 Steps to
quality gurus in Quality books) 
quality   Small-group
• Juran: 10 Steps to
management.  Videos from web
Quality
discussion
(CLO 3) Marker
Oral/board
4 hours
Watching videos from
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YouTube
PRELIM EXAMINATION (2 HOURS)

INTENDED LEARNING ASSESSMENT TASKS TEACHING-LEARNING CONTENTS LEARNING REMARKS

OUTCOMES ACTIVITIES RESOURCES
(TIME ALLOCATION)
• Adopt Kaizen as a Test (quiz, Lecture  Kaizen: Technology
philosophy, the seatwork, and Concepts and visual aids 
different concepts assignment)  Group and individual Systems
of Kaizen; the reporting  • Kaizen Guide
system under Oral and group Concepts  questions
Kaizen; the report Small-group discussion • Kaizen Systems (from the
philosophy of (brainstorming)  books) 
Kaizen in everyday Oral/board participation 
Oral and Videos from
activities.
performance-based
Watching videos from
(CLO 3) activity web Marker
YouTube

4 hours

• Identify 5s as   Test (quiz, Lecture; Group and individual Good Housekeeping  Technology
philosophy for   seatwork, and reporting  • Sort  visual aids 
improvement  assignment)  • Set in Order 
Small-group discussion • Shine  Guide
(CLO 2)  Oral and group questions
• Standardize 
report Oral/board participation  (from the
• Sustain
3 hours (brainstorming)  books) 
Oral and Watching videos
Videos from
performance-based from YouTube
activity web Marker
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• Recognize the   Test (quiz, Lecture  Phases in TQM Technology

different phases in   seatwork, and Watching videos on YouTube Implementation visual aids 
TQM   assignment)  • Preparation
implementation  Group and individual • Planning Guide
Oral and group reporting  • Assessment questions
report • Implementation (from the
(CLO 2, 3)  (brainstorming)  Small-group discussion • Diversification books) 

4 hours Oral and Oral/board participation Videos from

performance-based
activity web Marker

MIDTERM EXAMINATION (2 HOURS)

INTENDED ASSESSMENT TASKS TEACHING-LEARNING CONTENTS LEARNING RESOURCES REMARKS

LEARNING ACTIVITIES
OUTCOMES
(TIME ALLOCATION)
• Identify Test (quiz, Lecture  TQM and Technology visual
quality tools seatwork, and Planning Tools  aids 
for planning  assignment)  Group and • Fishbone
individual Diagram  Guide questions
(CLO 3)  Oral and group reporting  (from the books) 
• Pareto
report
Chart 
9 hours (brainstorming)  Small-group Videos from web
• Check
Oral and sheet 
discussion Marker
performance- •
based activity Histogram 
Oral/board
• Control
Charts 
participation 
• Scatter
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Watching videos Diagram 

from YouTube • Flow Chart

• Explain the   Test (quiz, Lecture  Customer Technology visual

customer’s seatwork, and Value Strategy  aids 
Needs,   assignment)  Group and •
Wants and   individual Identifying Guide questions
Satisfaction  Oral and group reporting  Customer  (from the books) 
report • Customer
(CLO 1 & 2)  (brainstorming)  Small-group Satisfaction  Videos from web

Oral and • Customer

4 hours discussion Focus  Marker
performance-
based activity • Customer
Oral/board Service
participation 

Watching videos
from YouTube

SEMI – FINAL EXAMINATION (2 HOURS)

INTENDED LEARNING ASSESSMENT TASKS TEACHING-LEARNING ACTIVITIES CONTENTS LEARNING RESOURCES REMARKS
OUTCOMES
(TIME ALLOCATION)
• Appreciate the   Test (quiz, seatwork, and Lecture  Quality Technology visual
Malcolm Baldrige   assignment)  Standards  aids 
and International   Group and individual •
Organization for   Oral and group report reporting  Malcolm Guide questions
Standardization   (brainstorming)  Baldrige  (from the books) 
(ISO);  Small-group discussion ISO
Oral and performance- Videos from web
Standards
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• Differentiate   based activity Oral/board participation  Marker

(CLO 2 & 3) 
Watching videos from YouTube
8 hours

FINAL EXAMINATION (2 HOURS)

References/Books :

Arezes, P.M. and Carvalho, P.V.R. (2016).Ergonomics and Human Factors in Safety Management. CRC Press Taylor and Francis Group
Bery, C. (2009) A guide to Ergonomics
Bridger, R.S. (2003). Introduction to Ergonomics 2nd Edition. New York: McGraw-Hill, Inc.
Day, Ronald William (2017). Design Error A Human Factors Approach. CRC Press Taylor and Francis Group
Freivalds, A. (2009). Niebel’s Methods, Standards, and Work Design 12th Edition. New York: McGraw-Hill Education (Asia)

Course Requirements:
1. Attendance
2. Participation/Interaction /Return Demonstration
3. Quizzes
4. Projects /Worksheets/ Assignment/Reporting/Graded Oral Recitation
5. Major Exams (Prelim, Midterm, Final)
6. Documentation / ePortfolio
7. Suggested vehicles of instruction

Evaluation Procedures: (Approved Grading System applicable to the course/program Based in the CTU Student Manual)
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Class Standing 30%

Quizzes 20%
Graded Oral Recitation 10%
Major Exam 20%
Performance/Laboratory Activities 50%
Practical Exam/Hands-on 30%
Projects 20%

TOTAL 100%

Prepared by:

ELISHEBA S. PADILLO, DBA

Moalboal Campus

Revision Date: September 6, 2021

Submission Date: September 2, 2021

Utilized by: Jenelyn L. Pugoy

BSHM INSTRUCTOR

Consultation Hours: TTH 1:00-3:00PM

Contact Details: 09384517022 jennyriyuu@gmail.com
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Noted by the Department Committee:

MAY ANN C. PULGO, DBA ELISHEBA S. PADILLO, DBA GILDA G. MEMBRILLOS, Ph. D. –T.M.
BSHM Chairman CBME Director Dean of Instruction

Approved by:

ZANDRO O. PEREZ, DVM, MSc, MSPH

Campus Director