TO5046 - Quality Assurance and Hospitality Systems

Credit points:	03
Year:	2007
Student Contribution Band:	Band 2
Administered by:	Discipline of Tourism

This subject identifies and examines the frameworks for understanding quality management in organisations, from which the management of total quality can be analysed and improved as a contribution to the long term competitive advantage of organisations. It provides an examination of systems thinking as it applies to quality management, including quality control, quality improvement and quality assurance. Included in this subject is an overview of quality tools and their purposes, and the critical roles of people in quality organisations. In particular, this subject presents a systemic perspective of service quality provision in hospitality organisations, providing an understanding of the philosophy and development of TQM.

Learning Outcomes

• demonstrate a sound understanding of service quality frameworks, recognising the importance of quality assurance in TQM and evaluating the approaches to quality assurance;
• demonstrate the acquisition of a philosophical, analytical and statistical framework that facilitates organisation successfully making a transition to Total Quality Management (TQM);
• Synthesise the historical framework under which quality and quality assessment has evolved internationally;
• Acquire and implement an integrated approach to the management of quality systems which includes leadership, strategic planning and human resources management;
• Synthesise an understanding of how marketing, technology, people and information can be utilised to satisfy customer requirements in the services sector.

Graduate Qualities

• The ability to think critically, to analyse and evaluate claims, evidence and arguments;
• The ability to communicate effectively with a range of audiences;
• The ability to select and use appropriate IT tools.

Inadmissible Subject Combinations:

TO3046 and TO6046

Availabilities
Cairns, Internal, Study Period 2
Census Date 31-Aug-2007
Coordinator:	Assoc. Professor Darren Lee-Ross
Contact hours:	26 hours lectures 12 hours tutorials
Assessment:	end of semester exam (41%); essays (25%); research report - individual project (4,000 words) (17%); case study analysis (17%).

Note: Minor variations might occur due to the continuous Subject quality improvement process, and in case of minor variation(s) in assessment details, the Subject Outline represents the latest official information.