Service Quality ManagementModule Details

Module Description

The module introduces the student to the concept of quality management and the delivery of quality services as it applies to the hospitality industry. A variety of tools and processes are presented to facilitate the development and maintenance of a quality-oriented culture.

Module Aim

This module aims at equipping students with an understanding of quality management processes so that they are well placed to help develop and contribute to a quality service culture within their workplace

Module Learning Outcomes

After completing the module students should be able to:

1. Critically evaluate the modern concepts and theories of quality management
2. Identify the factors that contribute to the continuous quality improvement process.
3. Explore the concepts of Quality management and its application to the Hospitality and Tourism sector.
4. Appraise the various evaluation frameworks that exist, including Gaps Nodel, SERVQUAL, SERPERF and TQM
5. Analyse the relationships between quality management and human resource management.
6. Discuss the role and significance of TQM within a strategic management context.