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HOSP6041 - Supervision of Quality Mgt

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Title:Supervision of Quality Mgt
Long Title:Supervision of Quality Mgt
Module Code:HOSP6041
 
Duration:1 Semester
Credits: 5
NFQ Level:Fundamental
Field of Study: Hospitality
Valid From: Semester 1 - 2017/18 ( September 2017 )
Module Delivered in 3 programme(s)
Module Coordinator: Noel Murray
Module Author: Ruth Farrell
Module Description: This module is designed to introduce students to a systems approach to hospitality operations and the concepts and management of Quality.
Learning Outcomes
On successful completion of this module the learner will be able to:
LO1 Explain the role of systems theory in the management of Hospitality Operations.
LO2 Evaluate various capacity management techniques as well as their effects on product and service quality.
LO3 Apply knowledge of the management and implementation of product and service quality principles in the hospitality industry.
LO4 Evaluate the various Quality Management Systems that can be adopted by a hospitality business.
LO5 Describe the meaning of customer service and examine ways to meet customer expectations and deal with service failures.
Pre-requisite learning
Module Recommendations

This is prior learning (or a practical skill) that is strongly recommended before enrolment in this module. You may enrol in this module if you have not acquired the recommended learning but you will have considerable difficulty in passing (i.e. achieving the learning outcomes of) the module. While the prior learning is expressed as named MTU module(s) it also allows for learning (in another module or modules) which is equivalent to the learning specified in the named module(s).

Incompatible Modules
These are modules which have learning outcomes that are too similar to the learning outcomes of this module. You may not earn additional credit for the same learning and therefore you may not enrol in this module if you have successfully completed any modules in the incompatible list.
No incompatible modules listed
Co-requisite Modules
No Co-requisite modules listed
Requirements

This is prior learning (or a practical skill) that is mandatory before enrolment in this module is allowed. You may not enrol on this module if you have not acquired the learning specified in this section.

No requirements listed
 

Module Content & Assessment

Indicative Content
Introduction to Hospitality Systems
The hospitality organisation as an open system. The role of environment & stakeholders in an open system. The role of the customer in Hospitality Operations. Service Process Matrix. The Service Encounter Triad.
Capacity Management & the Customer
Waiting Line Management. Flexible Capacity. Partitioning Demand. Complimentary Services. Increasing Customer Participation. Capacity management & its influence on revenue. Saying no to the customer.
Quality Management Systems
Defining Quality (Product & Service). Difficulties of managing Quality in Hospitality.
Quality systems relevant to industry.
TQM in the Hospitality Sector. EFQM framework as part of Failte Ireland's Optimus. ISO 9000 and EIQA.
Customer Service and Customer Satisfaction
Customer expectations and perceptions. The Service Journey and Moments of Truth. Service Failures and Service Recovery techniques. Complaint handling. Measuring performance with the Mystery Shopper and Customer feedback.
Assessment Breakdown%
Course Work40.00%
End of Module Formal Examination60.00%
Course Work
Assessment Type Assessment Description Outcome addressed % of total Assessment Date
Short Answer Questions Short Answer Question based on Theory and Concepts. 1,2,3 40.0 Week 7
End of Module Formal Examination
Assessment Type Assessment Description Outcome addressed % of total Assessment Date
Formal Exam End-of-Semester Final Examination 1,2,3,4,5 60.0 End-of-Semester
Reassessment Requirement
Repeat examination
Reassessment of this module will consist of a repeat examination. It is possible that there will also be a requirement to be reassessed in a coursework element.

The institute reserves the right to alter the nature and timings of assessment

 

Module Workload

Workload: Full Time
Workload Type Workload Description Hours Frequency Average Weekly Learner Workload
Lecture Lecture 4.0 Every Week 4.00
Independent & Directed Learning (Non-contact) Independent Reading & Study 3.0 Every Week 3.00
Total Hours 7.00
Total Weekly Learner Workload 7.00
Total Weekly Contact Hours 4.00
Workload: Part Time
Workload Type Workload Description Hours Frequency Average Weekly Learner Workload
Lecture Lecture 4.0 Every Week 4.00
Independent & Directed Learning (Non-contact) Independent Reading & Study 3.0 Every Week 3.00
Total Hours 7.00
Total Weekly Learner Workload 7.00
Total Weekly Contact Hours 4.00
 

Module Resources

Recommended Book Resources
  • Mona J. Fitzsimmons, Sanjeev Bordoloi, James A. Fitzsimmons 2013, Service Management, 8th Ed., New York; McGraw-Hill [ISBN: 9781259010651]
  • Robert Johnston, Graham Clark, Michael Shulver 2012, Service Operations Management: Improving Service Delivery, 4th Ed., Prentice Hall [ISBN: 9780273740483]
  • Robert C. Ford, Michael C. Sturman, Cherrill P. Heaton 2011, Managing Quality Service In Hospitality: How Organizations Achieve Excellence In The Guest Experience (Hospitality Management), 1 Ed., Delmar Cengage Learning [ISBN: 1439060320]
This module does not have any article/paper resources
Other Resources
 

Module Delivered in

Programme Code Programme Semester Delivery
CR_OBARM_7 Bachelor of Business in Beverage Industry Management 4 Mandatory
CR_OHCMA_7 Bachelor of Business in Hospitality Management 4 Mandatory
CR_OHCMA_6 Higher Certificate in Business in Hospitality Management 4 Mandatory

Cork Institute of Technology
Rossa Avenue, Bishopstown, Cork

Tel: 021-4326100     Fax: 021-4545343
Email: help@cit.edu.ie