Information Package
baskent.edu.tr

Program of Tourism and Hotel Management

TOİ154

QUALITY MANAGEMENT IN HOSPITALITY

Course Code
TOİ154
Semester
-
Theory+Practice
3 + 0
ECTS
4
Course TypeElective Course
Course LevelAssociate Degree
Year of Study-
Semester-
ECTS4
Name of Lecturer(s) -
Learning Outcomes

At the end of this course, the students;

  1. Explains the Total Quality Management (TQM) philosophy, fundamental concepts, approaches of quality gurus, and its historical development in hospitality enterprises.
  2. Applies basic quality control tools (SERVQUAL, Pareto, Ishikawa, Flowcharts, etc.) to measure service quality, analyze data, and improve operational processes.
  3. Evaluates national and international quality assurance systems such as ISO (9001, 14001, 22000) standards and the EFQM Excellence Model in hotel operations.
  4. Develops proactive and creative strategies in line with service recovery and continuous improvement (Kaizen) principles by analyzing guest expectations and complaints.
  5. Analyzes the role of leadership, teamwork, employee empowerment, and internal customer satisfaction in creating a quality-oriented organizational culture.
Mode of DeliveryFace to face
PrerequisitesNo
Recommended Optional Programme ComponentsNone
Course DescriptionThis course examines the Total Quality Management (TQM) philosophy and the integration of international quality standards (such as ISO) in lodging establishments. Service quality measurement methods, continuous improvement models, and the operational structuring of quality assurance systems are covered. Within the scope of the course learning outcomes, students acquire the skills to optimize service quality by adopting international tourism standards and to integrate operational processes with quality assurance systems.
Course Contents
WEEK TOPICS
1st Week Concept of Quality, Historical Development, and Total Quality Management (TQM)
2nd Week Quality Management Gurus (Deming, Juran, Crosby, Ishikawa) and Their Philosophies
3rd Week Nature and Characteristics of Service Quality in the Hospitality Industry
4th Week Measuring Service Quality: SERVQUAL Model and GAP Analysis
5th Week Quality Improvement Tools I: Data Collection, Flowcharts, and Pareto Analysis
6th Week Quality Improvement Tools II: Fishbone (Ishikawa) and Control Charts
7th Week Continuous Improvement (Kaizen), 5S Methodology, and Zero Defect Approach
8th Week Midterm Exam
9th Week Quality Assurance Systems and International ISO Standards in Hotels
10th Week Business Excellence and EFQM Excellence Model Applications
11th Week Guest Complaint Management and Service Recovery Strategies
12th Week HR in TQM: Internal Customer (Employee) Satisfaction and Empowerment
13th Week Leadership, Teamwork, and Organizational Culture in Quality Management
14th Week The Future of Quality in Hospitality: Digitalization, Big Data, and Agile Management
Recommended or Required Reading1. Kozak, M. A., & Uca, S. (2020). Turizm işletmelerinde toplam kalite yönetimi (4. Baskı). Detay Yayıncılık.
2. Şimşek, H. (2021). Toplam kalite yönetimi ve temel kalite araçları. Seçkin Yayıncılık.
3. Yıldız, S., & Çetin, G. (2023). Konaklama işletmelerinde hizmet telafisi (service recovery) stratejilerinin misafir sadakatine etkisi. Turizm Akademik Dergisi, 10(1), 112-128.
4. Evans, J. R., & Lindsay, W. M. (2020). Managing for quality and performance excellence (11th ed.). Cengage Learning.
5. Hayes, D. K., Ninemeier, J. D., & Miller, A. A. (2021). Foundations of lodging management (3rd ed.) (Bölüm: Service Quality). Pearson.
6. Nunkoo, R., Teeroovengadum, V., Ringle, C. M., & Sunnassee, V. (2020). Service quality and customer satisfaction: The moderating effects of hotel star rating. International Journal of Hospitality Management, 91, 102414. https://doi.org/10.1016/j.ijhm.2019.102414
Planned Learning Activities and Teaching Methods
  • Lecture
  • Questions/Answers
  • Project
Assessment Methods and Criteria
Quantity Percentage (%)
Mid-term 1 30
Project 1 20
Total(%) 50
Contribution of In-term Studies to Overall Grade(%) 50
Contribution of Final Examination to Overall Grade(%) 50
Total(%) 100
ECTS Allocated Based on Student Workload
Activities Quantity Duration (Hour) Total Workload (Hour)
Midterm exam 1 1 1
Preparation for Quiz
Individual or group work 14 3 42
Preparation for Final exam 1 10 10
Course hours 14 3 42
Preparation for Midterm exam 1 10 10
Laboratory (including preparation)
Final exam 1 1 1
Homework 1 14 14
Total Work Load120
Total Work Load / 30 (h)4
ECTS Credit of the Course4
Language of InstructionTurkish
Work Placement(s)No

Programme Qualifications / Learning Outcomes

LO1 LO2 LO3 LO4 LO5
K1 X X
K2 X
K3 X
K4 X
K5 X
K6 X
K7 X X
K8 X
K9 X
K10 X X X
K11 X X
K12 X X X X