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:
- Flowcharts
- Ishikawa's fish bone diagram (Cause-and-Effect diagram)
- Checklists
- Pareto Charts
- Histogram
- Scatter Diagram
- 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
