GAZI UNIVERSITY INFORMATION PACKAGE - 2019 ACADEMIC YEAR

COURSE DESCRIPTION

QUALITY MANAGEMENT IN TOURISM/1840043

Course Title:	QUALITY MANAGEMENT IN TOURISM
Credits	3	ECTS	7.5
Semester	1	Compulsory/Elective	Elective

COURSE INFO

-- LANGUAGE OF INSTRUCTION

Turkish

-- NAME OF LECTURER(S)

Prof. Muharrem TUNA

-- WEB SITE(S) OF LECTURER(S)

http://www.websitem.gazi.edu.tr/site/muharrem

-- EMAIL(S) OF LECTURER(S)

muharrem@gazi.edu.tr

-- LEARNING OUTCOMES OF THE COURSE UNIT

Have detailed knowledge of the quality concept and its characteristics.
Have an understanding of the importance of the quality in business.
Have detailed knowledge of national/international quality standards used in tourism industry.

-- MODE OF DELIVERY

The mode of delivery of this course is Face to face

-- PREREQUISITES AND CO-REQUISITES

There is no prerequisite or co-requisite for this course.

-- RECOMMENDED OPTIONAL PROGRAMME COMPONENTS

There is no recommended optional programme component for this course.

--COURSE CONTENT
1. Week	The concept of quality: the definition and the characteristics
2. Week	The development of the quality understanding
3. Week	The quality concept in tourism business, the service quality
4. Week	Factors affecting the quality
5. Week	The benefits of quality control
6. Week	Quality control techniques
7. Week	Total quality management
8. Week	Midterm Exam
9. Week	The implementation of total quality management in tourism industry
10. Week	European Foundation for Quality Management (EFQM) model
11. Week	National/International quality standards - I
12. Week	National/International quality standards - II
13. Week	Student presentations
14. Week	Student presentations
15. Week	Overview of the course
16. Week	Final Exam

-- RECOMMENDED OR REQUIRED READING

• Pırnar Tavmergen, İ. (2002). Turizm Sektöründe Kalite Yönetimi. Ankara: Seçkin Yayıncılık. • Muharrem Tuna, Mehmet Arslan, Ahmet Tayfun, Belgin Aydıntan, Cemalettin Aktepe, Burhan Kılıç, Ece Konaklıoğlu, İlkay Güler, Ayşen Akbaş Tuna. (2011). Mükemmellik Modeli ile Eğitim Kurumlarında Kalite Yönetimi. Ankara: Detay Yayıncılık. • Tütüncü, Ö. (2004). Ağırlama Hizmetlerinde Kalite Sistemleri. Ankara: Detay Yayıncılık.

-- PLANNED LEARNING ACTIVITIES AND TEACHING METHODS

Lecture, Question & Answer

-- WORK PLACEMENT(S)

None

-- ASSESSMENT METHODS AND CRITERIA

	Quantity	Percentage
Mid-terms	1	50
Assignment	1	50
Exercises	0	0
Projects	0	0
Practice	0	0
Quiz	0	0
Contribution of In-term Studies to Overall Grade		40
Contribution of Final Examination to Overall Grade		60

-- WORKLOAD

Efficiency	Total Week Count	Weekly Duration (in hour)	Total Workload in Semester
Theoretical Study Hours of Course Per Week	14	3	42
Practising Hours of Course Per Week			0
Reading	5	6	30
Searching in Internet and Library	10	5	50
Designing and Applying Materials			0
Preparing Reports	3	5	15
Preparing Presentation	3	5	15
Presentation	2	4	8
Mid-Term and Studying for Mid-Term	3	5	15
Final and Studying for Final	3	5	15
Other			0
TOTAL WORKLOAD:			190
TOTAL WORKLOAD / 25:			7.6
ECTS:			7.5

-- COURSE'S CONTRIBUTION TO PROGRAM

NO	PROGRAM LEARNING OUTCOMES	1	2	3	4	5
1	Have a detailed understanding of consumer behavior, marketing strategies and practices in tourism.	X
2	Understand both professional and scientific ethical values. Responsibility for the field is fulfilled in practice in the framework of ethical principles and legal regulations.		X
3	Have an understanding of modern management theories and management psychology. It effectively performs planning, organizing, coordinating, directing and controlling functions related to the field.	X
4	Plan, conduct, analyze and report a study using scientific research methods. He has advanced knowledge about general and area specific research methods.			X
5	Understand the sustainable tourism development strategies.	X
6	Demonstrate effective communication and presentation skills both verbally and in writing. Individuals communicate effectively and conduct group work.			X
7	Have analytical thinking skills within the context of tourism. Analyze and synthesize scientific theories, theories, methods, models in the field and close disciplines and evaluate them with a critical approach.			X
8	Have an understanding of new product development and innovation management in tourism. It combines information from different fields to research and innovate, develops new knowledge and processes, and solves problems.	X
9	Have an understanding of customer relationship management in tourism businesses.	X
10	Understand the strategic management and quality management issues in tourism. Manage or transform service processes and businesses that require complex, unpredictable, and new strategic approaches to their area.					X
11	Understand the consumer rights in tourism industry.	X
12	Have a detailed understanding of institutionalism and reconstruction issues in tourism businesses.			X
13	Have an understanding of the social, cultural and religious contexts of tourism. They recognize, distinguish, and communicate with different cultures.	X
14	Have an understanding of entrepreneurship and new organizational cultures in tourism.	X
15	Have a detailed understanding of national and international management systems taht could be used by tourism businesses.		X
16	Have a detailed understanding of branding in tourism.	X
17	Understand the key concepts and issues in international hotel management.	X
18	Understand the financial analysis, investment and resource management issues in tourism businesses.	X
19	A foreign language communicates at least in writing and verbally at the European Language Portfolio B2 General Level.	X
20	Develop a variety of menus on the basis of menu planning principles for food and beverage businesses.	X

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GAZI UNIVERSITY INFORMATION PACKAGE - 2019 ACADEMIC YEAR