1. Course Outline WEEK 1. Introduction to Course WEEK 2. Quality Concepts
WEEK 3. Total Quality Management, Philosophy and Principles
WEEK 4. Quality Gurus: Their Philosophies, principles and methods
WEEK 5. Focusing on Customers
WEEK 6. Techniques in Total Quality Management

2. Course Outline
WEEK 7. Managing Human Resources In a Total Quality Environment
WEEK 8. MIDTERM
WEEK 9. Building and Sustaining Total Quality
WEEK 10. Total Quality in Hospitality Sector
WEEK 11. Benchmarking
WEEK 12. ISO
WEEK 13,14 ORAL PRESENTATIONS
WEEK 15 FINAL

3. TOTAL QUALITY MANAGEMENT
The leading trend in competition within the market was by having effective cost management strategies up to the 1970’s. However, after the 70’s, this has left its place to the fast growing trend of Total Quality Management.

4. TOTAL QUALITY MANAGEMENT
TOTAL - stands for the inclusion of all areas of the business and all staff Principle of staff briefing
QUALITY - stands for the consistent gearing of all activities to the quality requirements of internal and external customers/guests Principle of guest-led action
MANAGEMENT - stands for the responsibility of the top management as regards systematic quality development and assurance Principle of management responsibility.

5. .Integrates all functions and processes within an organization to improve the quality of goods and services. .People-focused management system .Focuses on increasing customer satisfaction and reducing costs. .Stresses learning from and adaptation to change .Based on the scientific method

6. Advantages of TQM
TQM offers firms several advantages such as having less bureacratic work environment, more flexibility, opportunity of working in groups, freedom of speech and thoughts, creating an environment within complaints, being customer oriented, implication of continuous development and education,realizing the importance of the staff and an environment where responsibilities are greater. Staff within the firm are seen as inside customers and motivation through this.

7. Like any other industry, TQM is very important for the tourism industry and the outcomes are highly visible.
Tourism ind. based on service and the employes within this industry must be highly skilled and educated. If these 2 requirements are fullfilled, customer satisfaction and profits will be at high levels.

8. TQM can be seen as a sort of a philosophy
TQM can be seen as a sort of a philosophy. It aims for greater level of service commintment and satisfying customers within a democratic and visible management strategy.

9. Quality is meeting or exceeding customer expectations.

10. Modern Importance of Quality
“The first job we have is to turn out quality merchandise that consumers will buy and keep on buying. If we produce it efficiently and economically, we will earn a profit, in which you will share.”
- William Cooper Procter

11. Quality Assurance
are methods to ensure costumer quality.

12. History of Quality Assurance
Skilled craftsmanship during Middle Ages
Interchangeable parts (H. Le Blanc, T. Jefferson & E. Whitney)
Early 20th Century: scientific management (Taylor), Henry Ford, Bell System (Western Electric) (Hawthorne Effect, statistical methods (Walter Shewhart, Deming,Harold Dodge, etc.))

13. Quality control during World War II:
MIL-STD.

14. History of Quality Assurance
Post-war Japan: evolution of quality management
Kaizen: Continuous improvement
Deming Prize

15. History of Quality Assurance
Quality awareness in U.S. manufacturing industry during 1980s: from “Little Q” to “Big Q” - Total Quality Management
Malcolm Baldrige National Quality Award (1987)

16. History of Quality Assurance
European Foundation for Quality Management:
European Quality Award
ISO 9000 standard
Turkish Quality:
Turkish Center for Quality (KalDer) (

17. History of Quality Assurance
Emergence of quality management in service industries, government, health care, and education
Evolution of Six Sigma
Current and future challenges:
“A race without a finish line.” –David Kearns, Xerox.

18. Contemporary Influences on Quality
Partnering
Learning systems
Adaptability and speed of change
Environmental sustainability
Globalization
Knowledge focus
Customization and differentiation
Shifting demographics

19. Definitions of Quality
Transcendent definition: excellence
Product-based definition: product attributes/capabilities
User-based definition: fitness for intended use
Value-based definition: quality vs. price
Manufacturing-based definition: conformance to specifications

20. Customer-Driven Quality
“Meeting or exceeding customer expectations”
Customers can be...
Consumers
External customers
Internal customers