Information Package / Course Catalogue
Quality Management Systems
Course Code: TRZM242
Course Type: Area Elective
Couse Group: Short Cycle (Associate's Degree)
Education Language: Turkish
Work Placement: N/A
Theory: 2
Prt.: 0
Credit: 2
Lab: 0
ECTS: 3
Objectives of the Course

In this course; The aim of this course is to gain the application competencies of quality management systems.

Course Content

The Concept of Quality, Historical Development, Customer and Consumer Concepts, Characteristics of Quality, Relationship between Total Quality Management (TQM) and Quality Management Systems, Quality Pioneers and Their Works, TQM Methods Forming the Basis of the Quality Management Approach, Quality Management System, Elements, Basic Principles, Standardization and Certification, Importance of Standards in the Production and Service Sectors, Management Quality and Standards, Environmental Standards, Main Systems for Certification for ISO 9000 Quality Assurance Systems, Management Quality and Standards, Process Management System, Resource Management System, Prominent Documents and Systems in the Tourism Sector.

Name of Lecturer(s)
Prof. Pınar ALTIOK GÜREL
Learning Outcomes
1.1)Having knowledge about quality and quality practices
2.2)Quality Management Systems to Build Infrastructure
3.3)Know the scope of its quality management systems
4.4)Implement Quality Standards
5.5)To comprehend quality management system models
Recommended or Required Reading
1.Turizm İşletmelerinde Toplam Kalite Yönetimi, Muhsin HALİS, Şehnaz DEMİRKOL(2010), Değişim Yayınları
2.Turizm işletmelerinde Hizmet Kalitesi ve Toplam Kalite Yönetimi, Savaş ARTUĞER(2021),Detay Yayıncılık
3.Pınar Altıok Gürel., “An Evaluation on Effects of Total Quality Applications in Customer Relations Management on Sustainable Global Competition”., International Journal of Research in Business and Social Science., IJRBS Vol.3 No.1, 2014., ISSN:2147-4478., 2014, pp:35-62.
4.Pınar Altıok Gürel., “EFQM Mükemmellik Modeli’nin Türkiye’de Sağlık Turizmi Alanında Yönetim Stratejisi Olarak Değerlendirilmesine Yönelik Bir Öneri”., içinde Turizmde Yeni Umut: Sağlık Turizmi., Cilt 2., Bölüm: 16., ss: 303-342., Takım ISBN: 978-605-254-410-5 (Tk)., Temmuz 2021., 1. Baskı., Detay Yayıncılık., Ankara.
Weekly Detailed Course Contents
Week 1 - Theoretical
The Concept of Quality, Historical Development of Quality, Concepts of Customer and Consumer, Types of Customers
Week 2 - Theoretical
The Conceptual Development of Quality and Broad Definitions of Quality, The Connection Between Quality and Global Entrepreneurship
Week 3 - Theoretical
Quality pioneers and their work
Week 4 - Theoretical
Key Factors Constituting the Functioning of Total Quality Management (TQM), TQM Objectives and Fundamental Principles
Week 5 - Theoretical
The Relationship Between Total Quality Management (TQM) and Quality Management Systems, the Relationship Between Internal and External Customer Concepts and Quality, Customer Focus
Week 6 - Theoretical
Quality Pioneers and Their Works
Week 7 - Theoretical
Total Quality Management (TQM) Methods Forming the Basis of the Quality Management Approach - Part 1; (Broken Windows Theory, Cause-Effect Diagram, Brainstorming Technique, Osborn Checklist, Quality Circles and Basic Tools, Kaizen Philosophy, PDCA Cycle)
Week 8 - Theoretical
Quality Management Approach Based on Total Quality Management Methods-2; (Importance of Continuous Improvement in Quality Management, Pareto Diagram, Kanban System) MIDTERM EXAM
Week 9 - Theoretical
Quality Management System, Elements, Fundamental Principles and Prominent Concepts in Quality Control Systems, Purpose and Benefits of Quality Management Systems, Prominent Quality Management Systems Today (ISO 9001, ISO 14001, ISO 45001, etc.), Juran Trilogy, Quality Planning, Quality Control, Quality Assurance.
Week 10 - Theoretical
Standardization and Certification, the Importance of Standards in the Production and Service Sectors, the Benefits of Standardization for Organizations, Producers, Consumers, and the Economy, National and International Standardization, and the Fundamental Principles Applied in the ISO Standard Development Process.
Week 11 - Theoretical
Certification, ISO 9000 Certification, Main Systems for Certification in ISO 9000 Quality Assurance Systems, ISO 9000 and its Types Table (ISO 9001-9002-9003-9004-9005 Models)
Week 12 - Theoretical
ISO 9000:2000 Series; Fundamental Concepts, Requirements, Guidance on Performance Improvement, Quality and Environmental Management Systems, ISO 9000 Quality Management Principles
Week 13 - Theoretical
ISO 9001:2015 Quality Management System, Management Quality and Standards, Process Management System, Resource Management System
Week 14 - Theoretical
Prominent Documents and Systems in the Tourism Sector
Assessment Methods and Criteria
Type of AssessmentCountPercent
Midterm Examination1%40
Final Examination1%60
Workload Calculation
ActivitiesCountPreparationTimeTotal Work Load (hours)
Lecture - Theory141242
Assignment110111
Midterm Examination110111
Final Examination110111
TOTAL WORKLOAD (hours)75
Contribution of Learning Outcomes to Programme Outcomes