QSM 404 · 3 Units
Quality Service Management
This course aims to equip students with the knowledge and skills to recognize, assess, and apply quality management processes within hospitality and tourism organizations. Students will learn to evaluate departmental operations and planning strategies, with an emphasis on improving service quality and organizational effectiveness.
- Pages
- 235
- Academic Program(s)
- Hospitality Management, Tourism Management
- Published
- Jan 07, 2026
Learning Objectives
After completing this module, students should be able to:
- Explain the principles, concepts, and processes of quality management in hospitality and tourism.
- Identify quality standards and practices applicable to hospitality and tourism organizations.
- Assess departmental operations and planning strategies using appropriate quality management tools.
- Analyze service quality issues and their impact on organizational effectiveness and customer satisfaction.
- Apply quality management strategies to improve hospitality and tourism services and operations.
- Develop practical recommendations for continuous improvement and service excellence.
- Demonstrate professionalism, teamwork, ethical behavior, and commitment to quality in hospitality and tourism operations.