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Quality Management Systems

PIRI REIS UNIVERSITY

MARITIME HIGHER VOCATIONAL SCHOOL

 Course Catalog Form

Course Name: Quality Management Systems

Degree: Associate

 

 

Code

 

 

 

Year/Semester

 

 

Local Credits

 

 

ECTS Credits

 

Course Implementation, Hours/Week

Course

Tutorial

Laboratory

GA 1018

1/2 (Spring)

2

3

2

0

-

Department

Hotel, Restaurant and Catering Services

Instructors

 

Contact Information

 

Office Hours

 

Web page

www.pirireis.edu.tr

Course Type

 Elective

Course Language

English

Course Prerequisites

  -

Course Category by Content, %

Basic Sciences

Engineering Science

Engineering Design

Humanities

10

 

 

90

Course Description

Concepts of Quality and Service, Quality Approaches, Quality Management Systems, Service Quality

Course Objectives

Instructing students about the following topics

  • Concepts of Quality and Service
  • Quality Management Systems and Techniques
  • ISO,
  • Service Quality

 

Course Learning Objectives

 Having accomplished this course, the students will be able to know the followings in English:

  1. Concepts of Quality and Service
  2. Quality Approaches
  3. Total Quality Management
  4. Quality Control Techniques
  5. ISO Standards
  6. Service Quality Improvement Methods and Service Quality Measuring Techniques

 

 

Instructional Methods and Techniques

Instructor’s Notes, PowerPoint Presentations

Tutorial Place

Classroom

Text book

Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1990). Delivering quality service: balancing customer perceptions and expectations. New York: The Free Press.

Scanlon, N. L. (1998). Quality restaurant service guaranteed: a training outline. New York: J. Wiley.

 

Other References

 

Homeworks & Projects

-

Laboratory Work

-

Computer Use

-

                 

 

 

Assessment Criteria

Activities

Quantity

Effects on Grading, %

Attendance

 

 

Midterm

1

40

Quiz

 

 

Homework

 

 

Term Paper/project

 

 

Laboratory Work

 

 

Practices

 

 

Tutorial

 

 

Seminar

 

 

Presentation

 

 

Field Study

 

 

Final Exam

1

60

TOTAL

 

100

Effects of Midterm on Grading, %

 

40

Effects of Final Grading, %

 

60

TOTAL

 

100

 

ECTS/

WORKLOAD TABLE

Activities

Count

Hours

Total

Workload

Lecture

14

2

28

Midterm

1

      10

10

Quiz

2

5

10

Homework

 

 

 

Term Paper/Project

1

10

10

Laboratory Work

 

 

 

Practices

 

 

 

Tutorial

 

 

 

Seminar

 

 

 

Presentation

 

 

 

Field Study

 

 

 

Final Exam

1

20

20

Total Workload

 

 

78

Total Workload/25

 

 

78/25

Course ECTS Credits

 

 

3

 

 

 

Week

 

Topics

Course Outcomes

1

Course Introduction and Discussions about the Course Content

 

2

Quality and Service In General

I

3

Principle Approaches About Quality

II

4

Quality Assurance and Quality

II

5

Just In Time Production

II

6

Total Quality Management

III

7

Research and Techniques for quality improvement used at Tourism Enterprises

III

8

Midterm Exam

I-II

9

Traditional Methods in Quality Control

I, II, III, IV

10

Contemporary Approaches in  Quality Control

IV

11

ISO Quality Systems I

V

12

ISO Quality Systems II

V

13

Assurance of Service Quality

VI

14

Measurement of Service Quality

VI

15

Final Exam

V

 

Relationship between the Course and the Marine Cookery Program

 

 

 

Program Outcomes

 

Level of Contribution

 

1

2

3

a

Defines the basic concepts and fundamentals related to food and beverage sector

X

 

 

b

Has basic knowledge, concepts and principles related to the field, uses the acquired knowledge in the business environment and profession

 

 

X

c

Recognizes and uses the physical environment, tools and technologies related to the field

 

 

X

d

Has ability to communicate on a foreign language related to the field

X

 

 

e

Takes part in food production, food hygiene, quality and service

 

 

X

f

Follows innovations in his / her profession, becomes open to technological applications, and continuously develops himself by acquiring a cultural and artistic point of view.

 

X

 

g

Has a powerful communication, adapts to the team spirit

X

 

 

h

Has full knowledge of Turkish/World cuisines, dessert, bakery and pastry making techniques

 

 

X

i

Learns the tourism industry

X

 

 

j

With acquired theoretical and practical knowledge, he/she analyzes the problems encountered in the sector in a way that is appropriate to ethical rules and creates solutions. Self-assesses the results.

X

 

 

k

He / she knows the legal processes related to his / her profession, ethical rules, hygiene rules.

X

 

 

l

Knows the application of cookery.

 

 

X

m

In accidents that may occur in the food and beverage areas, the patient / wounded may be first-aided

 

X

 

 

         1: Small, 2. Partial, 3. Full

Programme Outcomes & Course Outcomes Connectivity Matrix

Course

Outcomes

I

II

III

IV

 

 

V

 

 

VI

Programme Outcomes

 

a

X

X

X

X

X

X

b

X

X

X

X

X

X

c

X

X

X

X

X

X

d

X

X

X

X

X

X

e

 

 

X

 

 

 

f

 

 

 

 

 

 

g

 

 

X

 

 

 

h

 

 

 

 

 

 

i

 

 

 

 

 

 

j

X

X

X

 

 

X

k

 

 

 

X

X

 

l

X

 

 

X

X

 

m

 

 

X