Total Quality and Service Management

Catalog description

The course aims to engage the student on contemporary issues pertaining to the management of quality in services and manufacturing, in international and domestic markets, as well as in the private and public sectors. Further, the conceptual and analytical skills developed in this course should enable the student to provide leadership in managing for quality. Much of what the student learns will be practitioner-oriented and directly applicable to the so-called "real-world". Informative readings on quality management topics from reputable journals, and experiential learning exercises and projects complement the text and shape learning in this class. The student is expected to engage the professor and his or her fellow students in the discussion of pertinent issues. Delivering quality service to clients, training the travel industry's human resource component, the meaning and importance of quality, value of the customer and service quality, quality management process, its impact on organizations and the significance of service quality to tourism and hospitality concepts together with the mechanism of quality management approach to providing service excellence through several advancements in quality such as benchmarking and total quality management.