Republic of the Philippines

North Eastern Mindanao State University

CAGWAIT CAMPUS
Cagwait, Surigao del Sur 8304
Telefax No. 086-214-4221
www.nemsu.edu.ph

OUTCOMES-BASED COURSE SYLLABUS IN

TOTAL QUALITY MANAGEMENT (BME 3)

2nd Semester, A.Y. 2022 – 2023

PHILOSOPHY

NEMSU believes that higher education is an instrument for the improvement of life through democratized access to quality education in the development
of a well-rounded person.

VISION
A transformative leading University in Asia and the Pacific.

MISSION
NEMSU shall provide competency-based higher education training through transformative instruction, relevant research, sustainable extension and
production responsive to local, regional and global trends.
1. Produce competent and skilled graduates prepared for gainful employment;
2. Develop graduates who shall not only foster economic progress but also care for the environment, adhere to positive value system, and preserve
cultural heritage;
3. Engage in high-impact research for instruction and develop technology for food security and renewable energy;
4. Collaborate with government and non-government agencies to help improve the lives of the marginalized groups; and
5. Promote cooperation/partnership among regional, national, and ASEAN institutions in Higher Education.

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CORE VALUES
Competence
A combination of observable and measurable knowledge, skills, abilities, and personal attributes that contribute to enhance SDSSU
employee and student performance and ultimately result in organizational success.
Accountability
Responsibility for own actions, decisions and commitment to accomplish work in an ethical, efficient, cost-effective and transparent manner
manifesting the value of sound stewardship in the wise use of resources for common good.
Responsiveness
A prompt action, consistent communication, quality information, and a focus on providing a superior experience to stakeholders.
Excellence
The quality spectrum at exceptional levels demonstrated by learning outcomes and the development of shared culture of quality consistent
with the vision, mission and goals of University.
Service
Dedication for a continuous improvement of services, stakeholder’s relationships and partnership which stresses interdependence and
collaboration for a sustainable success of clients and their communities in helping build a just, peaceful, stable and progressive Filipino
nation.

NEMSU CARES…
These core values are not descriptions of the work we do, nor the strategies we employ to accomplish our University vision. They are
the core values that underlie our works and interactions as we internalize responsibilities to fulfil our mission. They are the basic elements of
how we go about our work and how we deal with stakeholders, molds students to become competent, innovative, globally competitive and
service-oriented.

PROGRAM GOALS:
The College of Business and Management is committed to:
1. Deliver relevant, interactive and experimental business education with academic standards by academically qualified faculty.
2. Continually involve research activities which enhance the quality of instruction and contribute to the literature of business.
3. Provide linkages and opportunities for the involvement of the faculty and students with business community.
4. Develop a sense of social citizenship, ethical behavior and respect for diversity.

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 5. Develop among students a pioneering spirit to establish trends in their respective fields and to contribute right solutions and activities which
enhance the economic vitality of the region and country.

PROGRAM INTENDED LEARNING OUTCOMES:

A graduate of BS in Hospitality Management should be able to but not limited to:

1. Produce food products and services complying with enterprise standards.
2. Apply management skills in F and B service and operations.
3. Perform and provide full guest cycle services for front office.
4. Perform and maintain various housekeeping services for guest and facility operations.
5. Plan and implement a risk management program to provide a safe and secure workplace.
6. Provide food and beverage service and manage the operation seamlessly based on industry standards.

COURSE CODE: BME 3

COURSE DESCRIPTIVE TITLE: TOTAL QUALITY MANAGEMENT

COURSE PRE-REQUISITE: NONE

CREDIT UNITS: 3 Units

NO. OF HOURS: 54 hours

COURSE DESCRIPTION : This course introduces the students to the concept of Total Quality Management, an approach to long–term success that can
be achieved through customer satisfaction. In a TQM system, everyone in the organization participates and quality is integrated into all activities and
functions aimed at improving processes, products, services, and the culture of the organization. The course trains the students on philosophies,
frameworks, methodologies, tools, and techniques commonly used in a system of continuous improvement. The course aims to develop an
understanding of TQM principles for effective real-life applications in both manufacturing and service sectors.

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COURSE LEARNING OUTCOMES:

Knowledge
1. Define what is Quality
2. Define Kaizen as Philosophy
3. Define customer focus
4. Distinguish the difference between traditional management and TQM
5. Identify the dimensions of product quality and service quality
6. Identify Different quality gurus in quality management
7. Identify the 5S activities
8. Identify some of the methods in generating ideas for the planning phase
9. Identify quality tools for planning.
10.
Skills
1. Apply the philosophy of Kaizen in everyday activities.
2. Apply 5S in everyday life.
3. Apply planning tools in quality problems
4. Illustrate application of each quality planning tools

Values
1. Appreciate the contributions of quality gurus in quality management
2. Appreciate the importance of Total Quality Management.
3. Appreciate the importance of delivering quality customer service for customer satisfaction

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Detailed Course Syllabus Matrix

Time Course Learning Outcomes Topics/Content Instructional Methodology Assessment Remarks

Frame
Present and discuss the Philosophy, Vision, Mission,
Philosophy, VMGO, Core and Core Values, and
Values, and Quality Policy of the Quality Policy of the Remote lecture Oral recitation with
University University rubric

Week 1
Recite the university VMGO and Program Goals and Recorded video/ audio/ Digital
Quality Policy Outcomes Lecture notes

Present and explain the University Retention Policies

University Retention Policies Course Outline for the
semester

Week 2-5
 Define quality I. Introduction to TQM
 Identify primary elements,
core concept and benefits of Discussions Exercises and
TQM.
Question and Answer Activities
 Distinguish between
traditional management and
TQM.
 Compare & contrast Brainstorming
reengineering and TQM. Group Exercises Open – Ended/Essay
Question
II. Strategic Dimensions
Of Quality
 Identify the eight dimension of
Product Quality
 Name the five dimensions on

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 service Quality
 Differentiate the dimensions of
product and service quality

Preliminary Examination

III. Gurus of TQM

 Identify the different quality
gurus in quality management
 Recognize contributions of Discussions
quality gurus in quality Question and Answer Exercises and
management. Activities

Week 6-10 IV. Concepts & Systems Brainstorming Open – Ended/Essay

 Define Kaizen and Group Exercises Questions
Philosophy
 Describe the different
concepts of Kaizen
 Explain the System under
Kaizen.
 Apply the Philosophy of
Kaizen in Everyday activities

Midterm Examination

 Define 5S as a philosophy for V. Good Housekeeping

Week 11-15 improvement Discussions
 Identify the 5S Activities Question and Answer Exercises and
 Apply 5S in everyday life. Activities

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 VI. Phases in TQM
Implementations Brainstorming
Group Exercises
 Recognize the Different
phases in TQM
implementation
Open – Ended/Essay
 Identify some of the methods Questions
in generating ideas for
planning phases.
 Name the barriers in TQM
implementation

Pre-Final Examination

Week 16-18  Identify quality tools for VII. TQM & Planning Tools
planning.
 Illustrate application of each
quality planning tools. Discussions
 Apply planning tools in quality Question and Answer Exercises and
problems. Activities

VIII. Customer Values

 Differentiate between internal Strategy
from external customer.

 Describe customer Brainstorming Open – Ended/Essay

satisfaction and its nature. Group Exercises Questions

 Define customer focus

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  Explain customer service

 Recognize the quality using IX. Quality Standards

Malcolm Baldrige and
International Organization for
Standardization (ISO).
 Differentiate between quality
standard of Malcolm Baldrige
and International
Organization for
Standardization (ISO).

Final Examination

COURSE REFERENCES:

Online:

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GRADING SYSTEM:

Class Standing.…………………………………...30%
 Attendance……………………5%
 Quizzes………………………15%
 Assignment…………………..5%
 Class Participation……………5%

Examination………………………………………30%
Requirements……………………………………..40%
 Hands-on Activities………..15%
 Project……………………...25%
Total 100%

Date of Revision : 2nd Semester-January 23,2023

Date of Effectivity :

Prepared by: Content Noted:

ROSELLE B. BRILLANTES JOHANNES V. GLORIA, MBA

Instructor Program Coordinator
Date:_________________ Date:____________________

Reviewed by:

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 JEOZER S. AZON, Ph. D.
Assistant Campus Director

Date:______________________

Recommending Approval:

RAMEL D. TOMAQUIN, Ph.D., DPA

Dean
Date:______________________

Approved by:

MARIA LADY SOL A. SUAZO, PhD

Vice President for Academic Affairs

Date: ______________________

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