Managing Service Quality and Business Excellence

Course Code HOTL-706
Lecture hours per week 3
Lab hours per week
Course Availability: Open

The roots of Total Quality Management (TQM) and Business Excellence can be traced back to the early 1920s when statistical theory was first applied to product quality control. This concept was further developed in Japan in the 40s led by Americans, such as Deming, Juran and Feigenbaum. The focus widened from quality of products to quality of all issues within an organization – the start of TQM. A holistic and interdisciplinary approach is used to explore the principles of service management from inspection to business excellence. The course will enhance participants' understanding of what actually constitutes quality, the nature of service, and strategies for improving it. The course will also examine the business excellence models such as the Malcolm Baldrige Award, The European Foundation for Quality Management (EFQM) and the Canadian Framework for Business Excellence (NQI).

The models are underpinned by the latest research in total quality management (TQM), business excellence, best practices and benchmarking and used by hundreds of organizations worldwide as a basis for organizational improvement. The course will examine the various models used by the hotel chains/groups.