Quality as a competitive advantage of servicesLaajuus (5 cr)

Objective

The student knows quality management as a whole in the operating environment. He/she understands the significance of systematic work on quality in the operation of a service company and the importance of improving quality in terms of the competitive ability of the service.

The student knows the operating processes of the company as well as the critical points of those processes and is able to improve quality within the company based on them. He/she knows quality tools and quality management systems employed by service companies in the field, and is able to implement them in the operation.

The student understands the challenges and opportunities of measurement. He/she is able to participate in the measurement of technical and operational quality of a service company and has the readiness to develop the operations of the service company based on the measurement results. The student is able to evaluate the applicability of using measurement results in the development of the operation.

The student understands the significance of quality operations in terms of developing attractive quality and ensuring continued customer volumes. He/she is able to participate in the goal-oriented improvement of quality with an enterprising approach. The student is able to evaluate and analyse the work on improving quality and its impact on the company operations. He/she is able to evaluate the use of quality management systems by companies in the field in different cultures and shows initiative in terms of work on quality.

Content

- Principles and background information behind quality thinking
- Process-based quality management systems, their field-specific applications and quality tools
- Quality as a competitive factor of a company
- The challenges and opportunities of measurement
- Tracking company strategy through measurements – BSC indicators
- Evaluating the operation and quality management system of a company – audit and certification procedure
- Case study assignments concerning the operating environment

Qualifications

Operating environment and business competence in tourism and catering services

Assessment criteria, satisfactory (1)

Arviointiasteikko /
Grading Scale: The general assessment criteria for competence produced by the degree programme in Hospitality Management are available on the website (https://opinto-oppaat.jamk.fi/en/). The learning outcomes of the course are assessed in relation to the learning objectives based on the knowledge, skills and general competencies (National and European Qualifications Framework, level 6).

1 (Adequate)

The student

- is aware of the significance of systematic work on quality in the operation of a service company
- is familiar with quality management

2 (Satisfactory)

- knows the importance of improving quality in terms of the competitive ability of a service
- knows quality tools and quality management systems employed by service companies in the field and is able to implement them in practice

3 (Good)

In addition to the core competence required for grades 1 and 2, the student meets the requirements given below and is able to apply the acquired learning in practice.
The student

- understands the operating processes of the company as well as the critical points of those processes and is capable of appropriate process-based quality improvement
- is able to use the applicable measurement results for improving the quality of company operations

4 (Very good)

- is able to participate in and manage the improvement of quality in a goal-oriented and effective way
- is able to evaluate the work on improving quality and its impact on company operations

5 (Excellent)
In addition to the core competence required for grades 3 (Good) and 4 (Very good), the student meets the requirements given below and is able to apply the acquired learning in practice.
- is able to participate in the improvement of quality management in his or her field and to evaluate the effectiveness of the developed quality tools in the field