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ESSU-ACAD-501|Version 2 Page 1 of 5 Effectivity Date: October 5, 2018 COURSE GU

ESSU-ACAD-501|Version 2 Page 1 of 5 Effectivity Date: October 5, 2018 COURSE GUIDE Course: HRRM 3 Total Quality Mangement with ISO Semester: Second Semester School Year: 2018-2019 Class Schedule: TTh 10:30-12:00 Lecturer: Antonia Vina Lydia V. Son Course Description: This course aims to enable participants to recognize and assess quality management processes in a hospitality and tourism organization and to evaluate departmental processes and planning strategies. Course Outline SCHEDULE TOPIC 2nd Week January 2019  VMGO, Quality Policy and Course Orientation 3rd Week January 2019  TQM, Introduction & History 4th Week January 2019  Chapter 1. The Hospitality Service Strategy 1. The Basics Of WOW! The Guest Knows Best  Guestology: What Is It?  The Guest Experience  Guest Expectations 1st Week February 2019 2. Meeting Guests Expectations Through Planning  Three Generic Strategies  The Hospitality Planning Cycle  Assessing The Environment  What the Future May Hold  Assessing the Organization Itself: The Internal Audit  Developing the Service Strategy  Actions Plan  The Uncertain Future  Involving Employees in Planning 2rd Week February 2019 3. Setting The Scene For The Guest Experience.  Creating The Show  Why is the Environment Important?  A Model: How the Service Environment Affects the Guest ESSU-ACAD-501|Version 2 Page 2 of 5 Effectivity Date: October 5, 2018 3rd Week February 2019 4. Developing The Hospitality Culture  The Importance of Leaders  The Importance of Culture  Beliefs, Values, and Norms  Culture and The Environment  Communicating the Culture  Changing the Culture  What We Know About Culture 4th Week February 2019  Chapter 2. The Hospitality Service Staff 1. Staffing for Service  The Many Employees of the Hospitality Industry  Loving to Serve  The First Step: Study the Job  The Second Step: Recruit a Pool of Qualified Candidates  The Third Step: Select the Best Candidate  The Fourth Step: Hire the Best Applicant  The Fifth Step: Make the New Hire Feel Welcome  The Sixth Step: Turnover – Selecting People Out of an Organization  Employing the Best to Serve Your Guests 1st Week March 2019 2. Training & Developing Employees To Serve  Employee Training  Developing a Training Program  Training Methods  Challenges and Pitfalls of Training  Employee Development 2nd Week March 2019 3. Serving with a smile: motivating exceptional service  Motivating Employees  The Needs People Have  The Rewards People Want  Rewarding Employees for Performance  Linking Performance and Rewards  Clarifying Employees’ Roles  Setting Goals  Providing the Right Direction  Motivation, Employee Satisfaction, and Guest Satisfaction ESSU-ACAD-501|Version 2 Page 3 of 5 Effectivity Date: October 5, 2018 3rd Week March 2019 4. Involving The Guest: The Co-Creation Of Value  Guests Co-Create Value  The Guest Can Help!  Strategies for Involving the Guest  Determining When Guest Participation Make Sense  One Last Point: Firing the Guest 4th Week March 2019  Chapter 3. The Hospitality Service Delivery System 1. Communicating for Service  The Challenge of Managing Information  Information and the Service Product  Information and the Service Setting  Information and the Delivery System  Decision Support Systems  The Hospitality Organization as an Information System 1st Week April 2019 2. Planning The Service Delivery System  Planning and Designing the Service Delivery System  Developing the Service Delivery System  Planning Techniques  Targeting Specific Problem Areas in Service Delivery Systems  ISO Standards 2nd Week April 2019 3. Waiting For Service  When the Wait Begins  Capacity and Psychology: Keys to Managing Lines  Queuing Theory: Managing the Reality of the Wait  Managing the Perception of the Wait  Service Value and the Wait  3rd Week April 2019 4. Measuring And Managing Service Delivery  Techniques and Methods for Assessing Service Quality  Measuring Service Quality After the Experience  Finding and Using the Techniques that Fits 4th Week April 2019 1. Fixing Service Failure  No Perfect Service Systems  Service Failures: Types, Where, and Why  The Importance of Fixing Service Failures  Dealing with Service Failures  Recovering From Service Failures ESSU-ACAD-501|Version 2 Page 4 of 5 Effectivity Date: October 5, 2018 1st Week May 2019 2. Service Excellence: Leading The Way To WOW.  What Does the Guest Want  Strategy  Staffing  Systems  Hospitality and the Future  Leaders and the Future  It Begins – and Ends with the Guest Course Requirements Course Learning Outcomes After completing this course, the student must be able to: CLO1. Understand and apply the concepts of TQM; CLO2. Explain the need for the application of TQM process to a department within a hotel/restaurant establishment; CLO3. Identify departmental Key Performance Indicators (KPI’s) and their relationship to continuous improvement; and CLO4. Explain the key TQM required for successful change management. Required Output Oral Recitation, Quizzes, Activities, Projects, Written Examination, Practical Examination Course Policies 1. To ensure successful completion of this course, students are expected to arrive for class on time and to remain in class until the end of the class session. 2. All students are expected to behave with academic honesty. It is not academically honest to misrepresent another person’s work as your own, to take credit for someone else’s words or ideas, to obtain advanced information on confidential test materials, or to act in a way that might harm another students’ chances for academic success. These students will automatically have a grade of 5.0 after three (3) offenses of academic dishonesty. 3. Projects and Assignments should be submitted on the set deadline. Late submission will be deducted accordingly. 4. All students are expected to take quizzes, assignment and other physical activities, and Major Exams (Prelim/Midterm/Pre- Final/Final) on the specified day. In general, no make-up test or re-test will be given except when circumstances warrant but with valid supporting documents presented. 5. All students are expected to attend classes in the prescribed uniform. Grading System 1. There will be 4 rating periods: Preliminary, Mid-term, Pre-finals and Finals 2. The grades for each rating period shall be computed as: 60% - Class Standing 40% - Major Examination Grade for the corresponding rating period 3. Mid-term Grade = (preliminary +Mid-term)/2 4. Final Grade = (Pre-finals + Finals)/2 Average Grade = (Mid-term Grade + Final Grade)/2 ESSU-ACAD-501|Version 2 Page 5 of 5 Effectivity Date: October 5, 2018 6. Other course policies will be based on the student handbook. References: Ford, Robert C.. Total Quality Management for Hospitality and Tourism. Cengage Learning 2012 Payos, R, Espinosa, E. & Zorilla, O. (2016). Organization and Management. Rex Bookstore. Philippines Pereda, P. & Pereda, P. (2014). Principles of Organization and Management. Mind shapers Co., Inc. Manila Robbins, S. P. & Couter, M. (2012). Management. 11th , ed. Pearson Education South Asia, Pte. Ltd. Singapore. Management. Vol. 19, 2014, 1, pp161-193 Kumar, S. & Suresh N, eBook_Production & Operation Management Consultation Schedule Monday-Wednesday Friday 7:30-10:30 7:30-10:30 &1:00-5:00 Prepared by: Checked by: ANTONIA VINA LYDIA V. SON Rodrigo C. Lacay, MBA Fulltime Lecturer Program Head, BSBA and Entrep Approved by: TERESITA VILLA G. LACABA, D.M College Dean, CBMA uploads/s1/ course-guide 9 .pdf