Pinoy Hotelier

Total Quality Management

This is part of CMO No. 30, s. 2006.

Total Quality Management

Course description: This course aims to enable participants to recognize and assess quality management processes in a hospitality and tourism organization and to evaluate departmental processes and planning strategies.

Credits : 3 units
Pre-requisite : None
No. of Hours : (3 hours per week) 54 hours

Course objectives

By the end of this course, students should be able to:

• Understand and apply the concepts of TQM
• Explain the need for the application of TQM process to a department within a hotel/restaurant establishment
• Identify departmental Key Performance Indicators (KPI’s) and their relationship to continuous improvement
• Explain the key TQM required for successful change management

Course content

• Concept and Terminology of TQM
  • a. Definition of TQM
  • b. Common Element of TQM
  • c. Terminology
• Vision and Reality-Bridging the Gap
• Constructive and Critical Personal Reflection
  • a. Proposed Quality
  • b. Self Assessment
  • c. Peers Assessment
• Seeking Practical Feedback for Supervisors
• Continuing Improvement
  • a. Deming’s Philosophy
  • b. Developing a personal management philosophy
  • c. Personal Development Plan