VOCATIONAL SCHOOL

Department of Civil Aviation Cabin Services (Turkish)

MTOI 207 | Course Introduction and Application Information

Course Name
Total Quality Management
Code
Semester
Theory
(hour/week)
Application/Lab
(hour/week)
Local Credits
ECTS
MTOI 207
Fall/Spring
3
0
3
4

Prerequisites
None
Course Language
Turkish
Course Type
Elective
Course Level
Short Cycle
Mode of Delivery -
Teaching Methods and Techniques of the Course Lecture / Presentation
Course Coordinator -
Course Lecturer(s)
Assistant(s) -
Course Objectives
Learning Outcomes The students who succeeded in this course;
  • Will be able to sort basic quality concepts, development of quality.
  • Will be able to explain quality gurus and theis contribution to quality and discuss their teachings.
  • Will be able to apply Total Quality Management principles.
  • Will be able to define departments and their responsibilities.
  • Will be able to define quality.
Course Description

 



Course Category

Core Courses
Major Area Courses
Supportive Courses
Media and Management Skills Courses
Transferable Skill Courses

 

WEEKLY SUBJECTS AND RELATED PREPARATION STUDIES

Week Subjects Related Preparation
1 Information about the course description, content, evaluation system Özkan Tütüncü, Ağırlama Hizmetlerinde Kalite Sistemleri, Detay Yayıncılık, Ankara, 2009 Chapter 1
2 The concept of quality, its definition, historical development, characteristics, influencing factors Özkan Tütüncü, Agırlama Hizmetlerinde Kalite Sistemleri Part 1
3 Service and service quality concept, features, dimensions, benefits Özkan Tütüncü, Agırlama Hizmetlerinde Kalite Sistemleri Chapter 1
4 Service quality in tourism establishments, Accommodation, Travel, Food and beverage service quality, Homework 1 Submission Özkan Tütüncü, Agırlama Hizmetlerinde Kalite Sistemleri Chapter 3
5 Models used to measure service quality, SERVQUAL, SERVPERF Özkan Tütüncü, Agırlama Hizmetlerinde Kalite Sistemleri Chapter 5
6 Total Quality management, definition, history, purpose, benefits Özkan Tütüncü, Agırlama Hizmetlerinde Kalite Sistemleri Chapter 5
7 Total quality approaches, Deming, Juran, Crosby, Ishikawa, Taguchi, Özkan Tütüncü, Agırlama Hizmetlerinde Kalite Sistemleri Part 5
8 Midterm Exam
9 Techniques used in total quality management, PUKO, Brainstorming, Pareto, 2. Homework Submission Özkan Tütüncü, Agırlama Hizmetlerinde Kalite Sistemleri Chapter 4
10 Barriers to Total Quality Management Özkan Tütüncü, Agırlama Hizmetlerinde Kalite Sistemleri Part 8
11 Total Quality awards, EFQM, Malcolm Baldrige, Swedish Quality award Özkan Tütüncü, Agırlama Hizmetlerinde Kalite Sistemleri Chapter 6
12 ISO Quality Management Systems, ISO 9000, ISO 14000, ISO 22000 Özkan Tütüncü, Agırlama Hizmetlerinde Kalite Sistemleri Chapter 7
13 Group presentations of students
14 Successful Total Quality Management examples from Turkey
15 General evaluation
16 Final Exam

 

Course Notes/Textbooks Özkan Tütüncü, Ağırlama Hizmetlerinde Kalite Sistemleri, Detay Yayıncılık, Ankara, 2009. Doç. Dr. Halis, M.(2013).Toplam Kalite Yönetimi,11. Baskı
Suggested Readings/Materials

Savaş Artuğer, Turizm İşletmelerinde Hizmet Kalitesi Ve Toplam Kalite Yönetimi, Detay Yayıncılık, Ankara, 2021. ISBN: 9786052544624.

 

EVALUATION SYSTEM

Semester Activities Number Weigthing
Participation
1
20
Laboratory / Application
Field Work
Quizzes / Studio Critiques
Portfolio
Homework / Assignments
1
20
Presentation / Jury
Project
Seminar / Workshop
Oral Exams
Midterm
1
20
Final Exam
1
40
Total

Weighting of Semester Activities on the Final Grade
3
60
Weighting of End-of-Semester Activities on the Final Grade
1
40
Total

ECTS / WORKLOAD TABLE

Semester Activities Number Duration (Hours) Workload
Theoretical Course Hours
(Including exam week: 16 x total hours)
16
3
48
Laboratory / Application Hours
(Including exam week: '.16.' x total hours)
16
0
Study Hours Out of Class
16
2
32
Field Work
0
Quizzes / Studio Critiques
0
Portfolio
0
Homework / Assignments
1
10
10
Presentation / Jury
0
Project
0
Seminar / Workshop
0
Oral Exam
0
Midterms
1
15
15
Final Exam
1
15
15
    Total
120

 

COURSE LEARNING OUTCOMES AND PROGRAM QUALIFICATIONS RELATIONSHIP

#
Program Competencies/Outcomes
* Contribution Level
1
2
3
4
5
1

To have knowledge of the management system and operation principle of the airlines.

2

To have knowledge of basic aviation terminology, theory of flight / aerodynamics and meteorology.

3

To have knowledge of member of the cabin crew duties / responsibilities, aviation standard operating rules and safety / security concepts.

4

To perform proper and effective action for the first aid in aviation.

5

To interfere all emergency cases that may occur in relation to transport and flight operations and the crowd control and management methods.

6

To take responsibility as individuals and team members, open to criticism and work efficiently.

X
7

To have information about diction and techniques announcement.

8

To understand human factors in aviation, the environment, society, the effects of health conditions and the importance of the limits of human performance.

9

To have knowledge of world geography and cultures.

10

To realize the presentation within the framework of etiquette, the importance of the overall appearance, personal care and courtesy.

X
11

To use a foreign language to track information related to the cabin services in the area of civil aviation.

*1 Lowest, 2 Low, 3 Average, 4 High, 5 Highest

 


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