• Short Name N/A
  • Course code BHM 451
  • Semester Eighth Semester
  • Full Marks 100
  • Pass Marks 45
  • Credit Hrs 3
  • Elective/Compulsary Elective

Quality Management

Chapter wise complete Notes.

Course Description

Course objective

This course aims to impart the students with knowledge and practical applications of quality control and management system. It will also provide students an understanding of the fundamental principles and high- performance management practices. Concepts, principles and practices have been covered by developing the subject from 'Quality' to 'Total Quality' for providing total picture of TQM.

Course Description

This course contains introduction to quality and quality management, philosophies and frameworks of total quality management, focusing on customers, quality control process and tools, costs of quality, quality circle.

Unit Contents

Course Details

Unit 1: Introduction to Quality and Quality Management                                                                                                                                  LH 8

Quality and Quality Management: Meaning and Concept, Eight dimensions of Quality, Customer - Driven Quality, Service Quality vs. Product Quality, Concept and importance of Quality Management in Hospitality industry, Product and Service Quality Relationship in Hospitality industry

Unit 2: Philosophies and Frameworks of Total Quality Management                                                                                                                                  LH 10

The Deming Philosophies and its foundations, Deming's 14 points for achieving quality excellence, The Juran Philosophy, Total Quality Management (TQM): Overview, Emergence and Implementation, Benefits and reasons for failure of TQM , Concept of ISO 9000:2000 family of standards, its structures and factors leading to ISO 9000:2000, Implementation, registration and benefits of ISO 9000:2000 series, Six Sigma: Concept, Evolution and implementing Six Sigma

Unit 3: Focusing on Customers                                                                                                                                              LH 6

Concept of internal and external customer, The Importance of Customer Satisfaction and Loyalty in Hospitality industry, Customer satisfaction process, Leading Customer-Oriented Practices, Identifying and Understanding Customer Needs, Gathering and Analyzing Customer Information, Measuring Customer Satisfaction in Hospitality industry

Unit 4: Quality Control Process and Tools                                                                                                                                              LH 16

Quality Control: Meaning, Objectives and Importance, Quality Assurance: Meaning, Evolution and Organization, Process Management: Concept and Scope, Designing process for Quality, Special considerations in Service Process Design, Process Control: Meaning, Concept and Importance , Process Control in Services, Process Improvement: Meaning and Concept , Methodologies for Process Improvement - DMAIC and Deming's PDCA cycle, Basic Tools for Process Improvement:

  1. Flowcharts
  2. Ishikawa's fish bone diagram (Cause-and-Effect diagram)
  3. Checklists
  4. Pareto Charts
  5. Histogram
  6. Scatter Diagram
  7. Run Charts and Control Charts

Statistical Process Control: Meaning and Concept, Construction of X-bar and R Control Charts for statistical control, Interpreting patterns in Control Charts, Acceptance Sampling: Meaning, Importance and Types

Unit 5: Costs of Quality                                                                                                                                            LH 4

Costs of Quality: Meaning and Concept, Prevention Costs, Appraisal Costs, Internal Failure Costs, External Failure Costs, Costs of Quality in Hospitality Industry

Unit 6: Quality Circle                                                                                                                                            LH 4

Quality Circle: Meaning, Concept and Objectives, Structure of Quality Circles, Steps in formation of Quality Circles, Roles and responsibilities of Quality Circle Members, Implementation of Quality Circles, Problem Solving techniques in Quality Circles - Brainstorming, Data Collection, Cause-and-effect Diagram, and Line Graphs

Text and Reference Books


Bagade, S.D., Total Quality Management, Published by Himalaya Publishing House, 2009 or recent edition.

Bedi, K., Quality Management, New Delhi: Oxford University Press

Gerald Glover W., Managing Quality In the Hospitality Industry, , Published in Hospitality Review: Vol. 6: Issue. 1, Article 1, Available at: http://digitalcommons.fiu.edu/hospitalityreview/vol6/iss1/1

James R. E. & William M. L. The Management and Control of Quality, New Delhi: South Western

Janakiraman, B. & R.K. Gopal Total Quality Management, Text and Cases, New Delhi: PHI Learning Private Limited

Mandal, S.K., Total Quality Management, Principles and Practice, Published by Vikas Publishing House Pvt. Ltd.

Soultana (Tania) Kapiki, Quality Management in Tourism and Hospitality: an Exploratory Study among Tourism Stakeholders, Published in International Journal of Economic Practices and Theories, Vol. 2, No. 2, 2012 (April).