• TFMG3006
• Managing Qual & Perf in HTLE

Quality and performance are subjective terms whose meanings depend on the expectations people have of a service or a product. This module considers quality and performance in terms of customers expectations. Customers here being internal as well as external customers. This module recognises that customers can include those who pay for, use or otherwise benefit from a service or a product, in this instance it is the food & beverage product.

Overall the aim of this module is to help students understand what the organisation does in relation to quality management, highlight how to develop high quality processes, help to develop an appreciation of quality as a consideration not just for organisations but for the individual managers. The module will also provide guidance on a number of appropriate methods for understanding and measuring performance.

Introduction to Module / structure and assignments Introduction to Managing Quality and Performance In hospitality, tourism, leisure and event mgt - Key Concepts and themes The Concept of Quality in Hospitality, Tourism, Leisure and Event Mgt Quality Management Models and Systems Quality a Critical Assessment Cost / Benefit Analysis of Quality Future Challenges for Quality Management Competitor Analysis and Quality Strategies for Measuring Customer Satisfaction Performance Management in Hospitality, Tourism, Leisure and Event Mgt Critical Success factors of Business Performance performance Measurement Performance Measurement frameworks Performance Measurement Indicators Implement Performance Measurement Criteria / Information / Feedback and Performance in Hospitality, Tourism, Leisure and Event Mgt Managing performance Through people - High Performance Teams Cases of Best Practice