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TOUR7011 - Quality and Customer Relations

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Title:Quality and Customer Relations
Long Title:Quality and Customer Relations
Module Code:TOUR7011
 
Credits: 5
NFQ Level:Intermediate
Field of Study: Tourism
Valid From: Semester 1 - 2017/18 ( September 2017 )
Module Delivered in 2 programme(s)
Module Coordinator: Noel Murray
Module Author: Ruth Farrell
Module Description: This module examines the interaction of customers, the workforce and the organisation in a tourism business in terms of key management result areas.
Learning Outcomes
On successful completion of this module the learner will be able to:
LO1 Explain the concept of quality management and the factors involved in the implementation of a quality system relevant to tourism.
LO2 Identify and explain the role and function of operation control procedures in tourism.
LO3 Describe the meaning of customer service, examine methods of meeting customers expectations, monitoring and continual improvement and outline the benefits to a business of providing high levels of customer service.
LO4 Evaluate the scope for improved performance of services, quality enhancements, greater productivity and cost reduction using technology in the operation of a tourism business.
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 CIT module(s) it also allows for learning (in another module or modules) which is equivalent to the learning specified in the named module(s).
No recommendations listed
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
Co-requisites
No Co Requisites listed
 

Module Content & Assessment

Indicative Content
Quality Assurance
The concept of quality, its importance in business and its impact on sales revenue, benefits, costs, issues in introducing, managing and achieving quality standards as a means of guaranteeing and improving quality. Quality systems relevant to tourism, TQM, EFQM, Benchmarking.
Operation Controls
Operational targets, supply and demand, costs and efficiency, capacity utilisation, inventory control, asset protection.
Customer Service
Customer service and customer expectations, the benefits of developing a customer focused organisational culture, the internal customer, methods of implementing service strategy, key issues in training and development for customer service. Measuring performance through customer feedback and mystery shoppers.
Technology
Types of technology used in operations management, benefits of technology in terms of reducing costs and waste and improving productivity and quality, issues and problems involved in introducing and updating technology.
Assessment Breakdown%
Course Work30.00%
End of Module Formal Examination70.00%
Course Work
Assessment Type Assessment Description Outcome addressed % of total Assessment Date
Written Report To conduct a quality audit of a tourist attraction 1,2,3,4 30.0 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 70.0 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 Theory 4.0 Every Week 4.00
Independent & Directed Learning (Non-contact) Theory 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 Theory 4.0 Every Week 4.00
Independent & Directed Learning (Non-contact) Theory 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
  • Fitzsimmons 2011, Service Management, 5th Ed., Mcgraw Hill Higher Education [ISBN: 9780071289276]
  • Robert Johnston, Graham Clark, Michael Shulver 2012, Service Operations Management: Improving Service Delivery, 4th Ed., Prentice Hall [ISBN: 9780273740483]
  • Suzanne Twomey 2012, Customer Service in Ireland, 6th Ed., Gill & Macmillan Ltd [ISBN: 9780717152605]
This module does not have any article/paper resources
Other Resources
 

Module Delivered in

Programme Code Programme Semester Delivery
CR_FTRSM_8 Bachelor of Business (Honours) in Tourism Management 5 Elective
CR_FTOUR_7 Bachelor of Business in Tourism Management 5 Mandatory

Cork Institute of Technology
Rossa Avenue, Bishopstown, Cork

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