Module Details

Module Code: HOSP6041
Title: Supervision of Quality Mgt
Long Title: Supervision of Quality Mgt
NFQ Level: Fundamental
Valid From: Semester 1 - 2017/18 ( September 2017 )
Duration: 1 Semester
Credits: 5
Field of Study: 8110 - Hospitality
Module Delivered in: 1 programme(s)
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:
# Learning Outcome Description
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.
Dependencies
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
 
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.
Module Content & Assessment
Assessment Breakdown%
Coursework40.00%
End of Module Formal Examination60.00%

Assessments

Coursework
Assessment Type Short Answer Questions % of Total Mark 40
Timing Week 7 Learning Outcomes 1,2,3
Assessment Description
Short Answer Question based on Theory and Concepts.
End of Module Formal Examination
Assessment Type Formal Exam % of Total Mark 60
Timing End-of-Semester Learning Outcomes 1,2,3,4,5
Assessment Description
End-of-Semester Final Examination
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 University reserves the right to alter the nature and timings of assessment

 

Module Workload

Workload: Full Time
Workload Type Contact Type Workload Description Frequency Average Weekly Learner Workload Hours
Lecture Contact Lecture Every Week 4.00 4
Independent & Directed Learning (Non-contact) Non Contact Independent Reading & Study Every Week 3.00 3
Total Hours 7.00
Total Weekly Learner Workload 7.00
Total Weekly Contact Hours 4.00
Workload: Part Time
Workload Type Contact Type Workload Description Frequency Average Weekly Learner Workload Hours
Lecture Contact Lecture Every Week 4.00 4
Independent & Directed Learning (Non-contact) Non Contact Independent Reading & Study Every Week 3.00 3
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. New York; McGraw-Hill, p.541, [ISBN: 9781259010651].
  • Robert Johnston, Graham Clark, Michael Shulver. (2012), Service Operations Management: Improving Service Delivery, 4th. Prentice Hall, p.488, [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. Delmar Cengage Learning, p.544, [ISBN: 1439060320].
This module does not have any article/paper resources
Other Resources
 
Module Delivered in
Programme Code Programme Semester Delivery
CR_OHCMA_6 Higher Certificate in Business in Hospitality Management 4 Mandatory