Module Details
Module Code: |
TOUR7011 |
Title: |
Quality and Customer Relations
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Long Title:
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Quality and Customer Relations
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NFQ Level: |
Intermediate |
Valid From: |
Semester 1 - 2021/22 ( September 2021 ) |
Field of Study: |
8120 - Tourism
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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.
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Learning Outcomes |
On successful completion of this module the learner will be able to: |
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Learning Outcome Description |
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. |
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).
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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.
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No incompatible modules listed |
Co-requisite Modules
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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.
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No requirements listed |
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.
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Operation Controls
Operational targets, supply and demand, costs and efficiency, capacity utilisation, inventory control, asset protection.
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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.
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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.
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Module Content & Assessment
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Assessment Breakdown | % |
Coursework | 30.00% |
End of Module Formal Examination | 70.00% |
Assessments
End of Module Formal Examination |
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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.
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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 |
Theory |
Every Week |
4.00 |
4 |
Independent & Directed Learning (Non-contact) |
Non Contact |
Self-directed 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 |
Theory |
Every Week |
4.00 |
4 |
Independent & Directed Learning (Non-contact) |
Non Contact |
Self-directed study |
Every Week |
3.00 |
3 |
Total Hours |
7.00 |
Total Weekly Learner Workload |
7.00 |
Total Weekly Contact Hours |
4.00 |
Module Resources
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Recommended Book Resources |
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Fitzsimmons. (2011), Service Management, 5th. McGraw Hill Higher Education, p.560, [ISBN: 9780071289276].
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Robert Johnston, Graham Clark, Michael Shulver. (2012), Service Operations Management: Improving Service Delivery, 4th. Prentice Hall, p.488, [ISBN: 9780273740483].
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Suzanne Twomey. (2012), Customer Service in Ireland, 6th. Gill & Macmillan Ltd., p.304, [ISBN: 9780717152605].
| This module does not have any article/paper resources |
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Other Resources |
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Website, Failte Ireland,
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Website, National Standards Authority of Ireland,
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Website, European Foundation for Quality
Management,
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Website, Centre for Competitiveness,
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