Quality Management syllabus

Quality Management

• 1 Introduction to Quality and Quality Management (8 LHs)

  • Quality Dimensions and Customer-driven Quality
  • Service and Product Quality
  • Quality Management in Hospitality
• 2 Philosophies and Frameworks of Total Quality Management (10 LHs)

  • Deming and Juran Philosophies
  • Total Quality Management
  • ISO 9000:2000 Standards
  • Six Sigma
• 3 Focusing on Customers (6 LHs)

  • Internal and External Customers
  • Customer Satisfaction and Loyalty
  • Identifying Needs and Measuring Satisfaction
• 4 Quality Control Process and Tools (16 LHs)

  • Quality Control and Assurance
  • Process Design, Control, and Improvement
  • DMAIC and PDCA
  • Basic Process Improvement Tools
  • Statistical Process Control
  • Acceptance Sampling
• 5 Costs of Quality (4 LHs)

  • Prevention and Appraisal Costs
  • Internal and External Failure Costs
  • Hospitality Quality Costs
• 6 Quality Circle (4 LHs)

  • Concept, Structure, and Formation
  • Member Roles and Implementation
  • Problem-solving Techniques