Course Syllabus
OUR LADY OF FATIMA UNIVERSITY
COLLEGE OF HOSPITALITY AND INSTITUTIONAL MANAGEMENT
TMD-037-10-01
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OLFU VISION |
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To improve man as man by developing individuals through a legacy of excellent education and compassionate value formation. |
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OLFU MISSION |
OLFU CORE VALUES |
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The noble dictum “improving man as man” embodies the existence of Fatima Medical Science Foundation and Our Lady of Fatima University as educational institutions dedicated to the wholistic formation of men and women imbued with the necessary skills, virtues and academic development. To achieve this end, the university aims to: · Commit itself to the service of society through quality education; · Develop the capabilities of individuals in order to maximize their potentials; · Nurture future professionals with the requisite academic foundation and conventional skills so as to mold them into highly-respected leaders and members of society; · Respond effectively to the changing needs and conditions of the times through continuing professional education and research; · Inculcate social awareness through community outreach program; · Imbue a deep sense of nationalism and pride in our Filipino heritage; · Uphold virtues of truth, justice integrity, compassion and faith in God. |
Through innovative learning strategies focused on strong and updated academic foundation with enhanced industry skills and experience, a graduate of OLFU is expected to be an ACHIEVER. In the community and in the workplace, an OLFU graduate will be known as a person who: A – Aspires To Do His Best C – Is Credible And Compassionate H – Is Hardworking And Honorable I – Is An Inspiration To Others E – Is Efficiently Entrepreneurial And Employable V – Is A Visionary E – Is Ethical And Has Excellent Work Habits R – Is Responsible
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PROGRAM MISSION |
PROGRAM VISION |
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Cognizant of our vision, we commit ourselves to produce industry and institutional leaders by delivering the program intended outcomes as we promote the ideals of ACHIEVER. |
The College of Hospitality and Institutional Management envision a Leading and Preferred Resource Hub for our institutional partners continuous seeking excellence in providing leadership, competencies and knowledge in the fields of hospitality, food-nutritional science and tourism. |
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PROGRAM EDUCATIONAL OBJECTIVES (PEO) |
PROGRAM OUTCOMES (ATTRIBUTES) |
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That after a few years of graduation the graduates of BSTrM should: 1. Attain a certain degree of professional skills and technical expertise in making themselves successful in various fields of travel and tourism industry and in other careers/fields they intend to pursue and manage. 2. Attain careers where they will apply the knowledge and skills related to travel and tourism business operations, and develop managerial decisions and organizational platforms that are based on sound business practices and ethical standards. 3. Attain a high level of entrepreneurial expertise in designing sustainable business development that will contribute to the over-all status of the industry 4. Attain leadership both in the practice of their profession and in community.
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1. Identify and demonstrate the knowledge and skills related to principles, concepts and operations in various facets of hospitality/tourism enterprise. 2. Accept responsibilities, perform work-activities and practice teamwork productively based on the industry competency standards. 3. Demonstrate a wide range of routine, service quality procedures and advanced skills in using technology applications and business/organizational communication techniques highly applicable to service-oriented industry. 4. Select, justify and strategize techniques and skills needed to acquire, understand and assess information from a range of sources applicable to improving efficiency in the hospitality/tourism operations. 5. Diagnose operational problems and situations accurately across a wide range of hospitality/tourism business domains. 6. Develop effective plans for the implementation of effective strategies across a wide range of hospitality/tourism operational problems. 7. Manifest a.) values reflective of a human orientation (e.g.,) fundamental respect for others as human beings with intrinsic rights, cultural rootedness, an avocation to serve, b.) analytical and problem solving skills; c.) the ability to think through the ethical and social implications of a given course of action; and d.) the competency to learn continuously throughout life-that will enable you to live meaningfully in a complex, rapidly changing and globalized world while engaging in your community and the nation’s development issues and concerns. |
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COURSE SYLLABUS |
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TOTAL QUALITY MANAGEMENT |
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COLLEGE |
CHIM |
COURSE DESCRIPTION This course introduces the students, particularly; Hospitality and Tourism students of the rudiments to organize, integrate and present information about managing hospitality organizations; thereby, to implement a guest-focused service strategy in any hospitality or service organization.
COURSE OUTCOMES (CO) At the end of the course, the student should be able to:
1. Appreciate the planning process used to assess and meet guest expectations 2. Explain the qualitative and quantitative forecasting tools based on the organizations’ careful assessment of guest expectation 3. Recognize the significant evolution of Hospitality and Tourism industry as it affects other businesses belonging to the same industry, locally and globally. 4. Evaluate the factors affecting the hospitality and tourism system and its diverse implication in business environment 5. Discuss the government role in the development and strengthening of the hospitality industry 6. Demonstrate that quality management is a factor in an organization’s growth as well as in nation’s growth, its stability and security
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DEPARTMENT |
TMD |
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COURSE CODE |
MGT 4/TQM |
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DESCRIPTIVE TITLE |
Total Quality Management |
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PREREQUISITE (S) |
MGT 1 |
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CREDIT UNIT (S) |
3 units |
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CONTACT HOURS PER SESSION: |
Lecture: 3 |
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ALIGNMENT OF COURSE OUTCOMES (CO) WITH PROGRAM OUTCOMES (PO) |
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CO |
DESCRIPTION |
PO1 |
PO2 |
PO3 |
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PO6 |
PO7 |
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Appreciate the planning process used to assess and meet guest expectations |
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Explain the qualitative and quantitative forecasting tools based on the organizations’ careful assessment of guest expectation |
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Recognize the significant evolution of Hospitality and Tourism industry as it affects other businesses belonging to the same industry, locally and globally. |
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Evaluate the factors affecting the hospitality and tourism system and its diverse implication in business environment |
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Discuss the government role in the development and strengthening of the hospitality industry |
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Demonstrate that quality management is a factor in an organization’s growth as well as in nation’s growth, stability and security |
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ALIGNMENT OF UNIT OUTCOMES (UO) WITH COURSE OUTCOMES (CO) |
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UO |
DESCRIPTION |
CO1 |
CO2 |
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CO5 |
CO6 |
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o Understand the mission and vision of OLFU o Distinguish the difference between making products and serving guest |
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o Appreciate the importance of meeting guests’ expectations |
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o Evaluate three generic strategies for positioning products and services |
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o Appreciate the importance of making the guests feel secured and safe in the service environment |
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o Evaluate alternatives of the importance of making the guests feel secured and safe in the service environment |
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PRELIMINARY EXAMINATION |
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COURSE COVERAGE - PRELIMS |
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WEEK |
UNIT OUTCOMES (UO) |
COURSE CONTENT |
TEACHING-LEARNING ACTIVITIES (TLA) |
ASSESSMENT TASKS (AT) |
RESOURCES |
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TEACHING LEARNING |
ASSESSMENT TOOL |
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1 |
COURSE ORIENTATION:
o Understand the mission and vision of OLFU
o Analyze the content of the course syllabus and requirements. |
o OLFU VMV o PEO, PO, CO o Course Outline
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o Discussion
o Application to real life situation |
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o Student Handbook o Course Syllabus
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o Distinguish the difference between making products and serving guests
o Appreciate the importance of meeting guests’ expectations
o Explain the components of guests’ experience
o Describe service value and service quality. |
o Guestology o Customer expectations o Service versus goods o Components of guest experience o Quality, Value and Cost o The 5 S principles in the hospitality industry. |
o Interactive Lecture o Case Based Learning o Application to real life situations |
o Recitation o Formative tests o Case Studies
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o Reference books
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o Evaluate three generic strategies for positioning products and services
o Demonstrate the organizational planning cycle and the basics of how organizations plan and design the guest experience
o Evaluate the key external and internal factors for successful planning. |
o Meeting Guests Expectations through Planning
o Three Generic strategies
o The hospitality planning cycle
o Assessing the environment
o Reinventing the service industry |
o Interactive Lecture o Case Based Learning o Discussion o Application to real life situations |
o Recitation o Formative tests o Case Studies
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o Reference books |
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o Appreciate the importance of making the guests feel secured and safe in the service environment
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o Setting the Scene for the guest Experience
o Theming of the service environment
o Why is the environment important
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o Interactive Lecture o Case Based Learning o Discussion o Application to real life situations |
o Recitation o Formative tests o Case Studies
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o Reference books |
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o Explain the importance of the service setting for the service environment o Demonstrate how the service environment affects guests and employees o Analyze which elements of the service environment need to be managed o Evaluate alternatives of the importance of making the guests feel secured and safe in the service environment |
o Developing the Hospitality Culture o Importance of leaders and importance of organizational culture o Elements of culture
o Communicating the organization culture to the employees |
o Interactive Lecture o Case Based Learning o Discussion o Application to real life situations |
o Recitation o Formative tests o Case Studies
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o Reference books |
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PRELIMINARY EXAMINATION |
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ALIGNMENT OF UNIT OUTCOMES (UO) WITH COURSE OUTCOMES (CO) |
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UO |
DESCRIPTION |
CO1 |
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CO3 |
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CO5 |
CO6 |
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7 |
o Analyze the importance of a diversified workforce to hospitality organization. |
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o Enumerate and explain the different principles and methods used by hospitality organizations to train and develop their employees. |
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o Demonstrate how hospitality organizations motivate their employees to provide outstanding service |
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o Evaluate the strategies most effectively involve the guest in co-creating the experience |
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o Evaluate the advantages and disadvantages of guest involvement |
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MIDTERM EXAMINATION |
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COURSE COVERAGE - MIDTERM |
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WEEK |
UNIT OUTCOMES (UO) |
COURSE CONTENT |
TEACHING-LEARNING ACTIVITIES (TLA) |
ASSESSMENT TASKS (AT) |
RESOURCES |
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TEACHING LEARNING |
ASSESSMENT TOOL |
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o Outline the process of recruiting employees o Understand the standard approaches and techniques for screening and interviewing candidates o Analyze the importance of a diversified workforce to hospitality organization. |
o Staffing for Service
o Employees of the Hospitality Service
o The Role of the Manager
o The selection process |
o Interactive Lecture o Case Based Learning o Discussion o Application to real life situations |
o Recitation o Formative tests o Case Studies
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o Reference books |
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o Know the importance of training and development to hospitality organizations. o Enumerate and explain the different principles and methods used by hospitality organizations to train and develop their employees. o Understand the methods used by hospitality organizations to measure the effectiveness of training.
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o Training and Developing Employees to Serve o Employee Training o Measuring Training Effectiveness o Developing Training Programs o Solving the Guests’ Problem o Training Methods o Problems and Pitfalls of training |
o Interactive Lecture o Case Based Learning o Discussion o Application to real life situations |
o Recitation o Formative tests o Case Studies
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o Reference books |
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o Demonstrate how hospitality organizations motivate their employees to provide outstanding service o Evaluate how outstanding hospitality organizations fulfill employee needs o Discuss how leadership and authority work in organizations and why employees accept authority. |
o Serving with a Smile: Motivating Exceptional Service o Motivation o What motivates people o Rewards people want o Theories on Motivation o Positive reinforcement o Expectancy theory o Role theory o Setting goals o Leading and authority |
o Interactive Lecture o Case Based Learning o Discussion o Application to real life situations |
o Recitation o Formative tests o Case Studies
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o Reference books |
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o Determine the reasons why hospitality organizations encourage or empower guest to help provide their own guest experiences.
o Evaluate the strategies most effectively involve the guest in co-creating the experience
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o Involving the Guest: The Co-creation of Value o Guests co-create value. o Strategies in involving the guests.
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o Interactive Lecture o Case Based Learning o Discussion o Application to real life situations |
o Recitation o Formative tests o Case Studies
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o Reference books |
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o Evaluate the advantages and disadvantages of guest involvement
o Determine when hospitality organizations must sometimes “fire the guest” and why |
o Advantages and disadvantages of involving the guests
o Guidelines in Guests’ Participation |
o Interactive Lecture o Case Based Learning o Discussion o Application to real life situations |
o Recitation o Formative tests o Case Studies
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o Reference books |
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MIDTERM EXAMINATION |
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COURSE COVERAGE – FINAL TERM |
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UNIT OUTCOMES (UO) |
COURSE CONTENT |
TEACHING-LEARNING ACTIVITIES (TLA) |
ASSESSMENT TASKS (AT) |
RESOURCES |
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TEACHING LEARNING |
ASSESSMENT TOOL |
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o Analyze the importance and the uses of information to hospitality organizations.
o Determine the information that enhances the service product, setting and delivery system.
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o The Hospitality Service Delivery System o Communicating for Service o The Challenge of Managing Information o Informing the Guests o Adding Quality and Value through information o Information and the Service Product o Information and the Service Setting o Information and the delivery system |
o Interactive Lecture o Case Based Learning o Discussion o Application to real life situations |
o Recitation o Formative tests o Case Studies
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o Reference books |
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o Demonstrate procedures for the delivery system
o Evaluate different problem areas on the design of delivery system
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o Planning the delivery system o Designing the delivery system o Planning techniques o Problems areas in service delivery system |
o Interactive Lecture o Case Based Learning o Discussion o Application to real life situations |
o Recitation o Formative tests o Case Studies
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o Reference books |
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o Design a plan in managing waiting customers
o Evaluate different methodologies n measuring and managing service delivery
o Design management guide using the guest’s perception of the wait |
o Waiting for Service o How to plan and manage the wait. o Queuing Theory: Managing the Reality of the Wait o Service Value and the Wait o Measuring and managing service delivery o Finding and using techniques that fits |
o Interactive Lecture o Case Based Learning o Discussion o Application to real life situations |
o Recitation o Formative tests o Case Studies
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o Reference books |
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o Outline possible solutions in fixing service errors
o Evaluate recommended solutions for possible errors and determine its practicality |
o Fixing Service Failures o Service Failures: Types, Where and Why o The Customer’s Response to Service Failure o Recovering from Service Failure o Successful Service Recovery |
o Interactive Lecture o Case Based Learning o Discussion o Application to real life situations |
o Recitation o Formative tests o Case Studies
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o Reference books |
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o Compare how do guests respond when the guest experience fails to meet expectations
o Analyze the lessons to learn from giving excellent service and from service failures. |
o Service excellence o Strategy o Staffing o Systems o Hospitality and the Future o Leaders and the futures
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o Interactive Lecture o Case Based Learning o Discussion o Application to real life situations |
o Recitation o Formative tests o Seminar on Hospitality and Travel courses
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o Reference books |
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FINAL EXAM |
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REFERENCES |
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1. Gamble, John E.. (2017). Essentials of strategic management : the quest for competitive advantage, 5th ed.. New York : McGraw-Hill 2. Iñigo, Conrado E.. (2016). Management for Filipinos : principles & applications. Manila : Gemini Phils. Graphic Arts Corp.. 3. Bandler, Mark. (2016). Six sigma for beginners. San Bernardino, CA : Mark Bandler. Boone, Louis E.. (2016). Principles of Marketing, 14th ed.. Singapore : Cengage Learning Aisa Pte Ltd. 4. Teo Aik Cher (2015) Why be a leader? : a teenager's guide to taking charge of yourself and your team Manila : Shepherd House Publishers 5. Young, Felina C.. (2015). Strategic management made simple. Manila : Rex Book Store. 6. Goldberg, Rebecca. (2015). The lean anthology : a practical primer in continual improvement. Boca Raton, FL : CRC Press. 7. Burghall, Roger. (2014). Lean six sigma business transformation for dummies. Chichester, West Sussex : John Wiley & Sons. 8. Evans, James R..[et.al] (2014) Total quality management, 9th ed. Andover : Cengage Learning 9. Besterfield, Dale H. (2013) Quality improvement 9th ed. Boston : Pearson 10. Total quality management (2013) UAE : 3G Learning 11. Evans, James R. (2012) Understanding total quality management, 2nd ed. Andover : Cengage Learning |
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ASSESSMENT TASK (AT) AND TOOLS WITH COURSE OUTCOMES (CO) |
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CO1 |
CO2 |
CO3 |
CO4 |
CO5 |
C06 |
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Recitation |
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Formative tests |
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Case study |
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Seminar on Hospitality and Travel courses
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ASSESSMENT WEIGHTING: HOMEWORK, WRITTEN REPORTS AND PAPERS |
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Homework and Assignment Particulars: |
Student assignments and homework are to be checked and discussed during the next meeting |
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Written Reports and Project Paper Particulars: |
By the end of the final period, each students are required to submit a project paper as an academic requirement which is equivalent to 50% of his final period grade. |
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GRADING SYSTEM The final grade of the student is interpreted as shown on the table below: |
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AVERAGE |
ABOVE 98.00 |
95.00 – 97.00 |
94.00 |
83.00 – 85.00 |
80.00-82.00 |
76.00-79.00 |
75.00 |
74.00 and below |
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FINAL GRADE |
1.00 |
1.25 |
1.50 |
2.25 |
2.50 |
2.75 |
3.00 |
5.0 |
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FDA (Failure due to Absences) UW (Unauthorized Withdrawal) INC (Incomplete) AW (authorized withdrawal NFE (No Final Examination |
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Lecture 60%: Prelims (20%) Midterms (25%) Finals (25%) Quizzes (20%) Research (5%) Attendance (5%) Laboratory 40% Quizzes (50%) Experiments (20%) Performance Grade (20%) Attendance (10%) |
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OTHER IMPORTANT INFORMATION |
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OTHER COURSE POLICIES |
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STUDENTS COURSE PORTFOLIO |
All exercises and requirements for the course are to be complied by the students as part of their portfolio and must be made available for inspection by the instructor before the end of the semester |
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LANGUAGE OF INSTRUCTION |
ENGLISH |
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ATTENDANCE |
Per Section 1551 of CHED’s Manual of Regulation for Private Educational Institution, a student who has incurred absences more than twenty percent (20%) of the total number of school days shall not be given credit to the course regardless of class standing. For further provisions of the said policy, please refer to the OLFU Student Handbook. |
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COURSE CONSULTATION SCHEDULE |
Consultation Schedule to be announced during the first meeting of the term. |
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COURSE REVIEW AND ENHANCEMENT MEMBERS |
Chair: Dr. Ignacio C. Cordova, Jr., Members: Dr. Rommel R. Mansueto, Dindo Inso, Marissa Torres, |
Prepared by: Noted by: Approved by:
- ROMMEL R. MANSUETO ARSENIA U. GALLARDO DR. IGNACIO C. CORDOVA, JR.
Faculty, CBA Program Coordinator – CBA Dean – CBA/CHIM
Course Summary:
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