Republic of the Philippines

CAMARINES SUR POLYTECHNIC COLLEGES

Nabua, Camarines Sur
CSPC-F-COL-13C

CSPC QUALITY POLICY

CSPC commits to provide quality and excellent education and
College of Management and
services that satisfy legal statutory requirements, current and future needs and
expectation of clients and stakeholders by sustaining good governance
Entrepreneurship
conditions and continual improvement of its quality management system. SYLLABUS
VISION
in
CSPC is the lead Polytechnic Institution in the Bicol Region Total Quality Management
providing excellent education and quality services responsive to local, national
and global developments.
1st Semester S/Y 2019-2020
MISSION
CSPC provides excellent higher education and quality support
services upheld by strong research culture, meaningful extension and cost- I. COURSE CODE : TC 213
effective production towards sustainable development in partnership with the
Rinconada community as well as local, national and international stakeholders.
II. COURSE : BSFSM 4
GOALS AND OBJECTIVES
1. Provide quality instruction, learning environment and other support
services producing professionally competent graduates, who are III. CREDIT UNITS : 3 Units
responsible Filipino, ASEAN and global citizens
2. Generate new knowledge and innovative technology responsive to
local and global needs IV. HOURS PER WEEK : 3 hours
3. Undertake responsive, relevant, and research-based extension
programs for sustainable community development
4. Establish viable income generating projects towards self-reliance V. PRE-REQUISITE : None
and self-sustaining operations of the institution
5. Demonstrate good governance and sound management in all
aspect of organizational operations towards effective and VI. COURSE DESCRIPTION: This course aims to enable students to recognize and
productive performance of its four major functions
assess quality management processes in a hospitality and tourism organization and to
CORE VALUES evaluate departmental processes and planning strategies.
CSPC shall pursue its mission and vision with fervor steered by the
values that have driven this institution over the years. Our services, our
products and our acts shall constantly reflect these nine organizational values: VII. PROGRAM EDUCATIONAL OBJECTIVES
Excellence Empowerment
Creativity Passion
Integrity Collaboration 1. Graduates are engaged in practicing along tourism and hospitality sector.
Results- oriented
Openness to change
Service-oriented
2. Graduates hold varied position in tourism and hospitality and allied industry.
3. Graduates strive to develop their technical and professional skills through formal and non-
CME GOAL
The college of Management and Entrepreneurship (CME) aims to
formal studies.
become the premier producer of highly competitive graduates in Office
Administration, Food Service Management, Entrepreneurial Management,
Tourism Management and Master in Business Management possessing
knowledge, skills and desired values who are responsive in the delivery of
quality service in government and private employment needs of Bicol and to the
world at large.

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 Republic of the Philippines
CAMARINES SUR POLYTECHNIC COLLEGES
Nabua, Camarines Sur
CSPC-F-COL-13C

VIII. PROGRAM OUTCOMES: Upon graduation, the graduates of the program shall have the ability to:
a. Apply the watering service procedures, skills in bartending and basic food preparation.
b. Cook, prepare and process foods, bake cakes, pies and pastries, decorate cakes and become demi chef.
c. Manages catering and banquet operation and services.
d. Demonstrate basic knowledge in hotel and restaurant operation and international cuisine.
e. Accept with confidence the responsibilities of chef, restaurateur, hotelier, and entrepreneur.

IX. COURSE OBJECTIVES: At the end of the course, students should be able to:
a. Understand and apply the concepts of TQM.
b. Explain the need for the application of TQM process to a department within a hotel/restaurant establishment.
c. Identify departmental Key Performance Indicators (KPI’s) and their relationship to continuous improvement.
d. Explain the key TQM required for successful change management

X. COURSE CONTENT
Teaching Learning Assessment Time
Performance Indicator Course Outcomes Course Topics
Activities (TLAs) Methods Allotment

Ability to map the college Cognitive I. Orientation on:

direction and familiarize
standards and course
content
1. Discuss the school 1. Policies on attendance,
policies, VMGO & Quality grading system and
Policy of the College classroom management.
2. VMGO and Quality
2. Define the coverage of Policy of the College.
3. Course outline.
the course.

Affective

1. Interpret the college

quality policy and VMGO in

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 Republic of the Philippines
CAMARINES SUR POLYTECHNIC COLLEGES
Nabua, Camarines Sur
CSPC-F-COL-13C
the context as written.

Psychomotor

1. Demonstrate
responsiveness to existing
rules and regulations.

Describe quality, core Cognitive II. Introduction to TQM Lecture Written or Oral 6 hours
concepts and benefits of 1. Define quality 1. Defining Quality Examinations
total quality management. 2. Identify primary elements 2. Defining TQM Discussion
core concepts and benefits 3. Shifting from traditional
of total quality management Management to TQM Collaborative
3. Distinguish between 4. TQM and learning
traditional management and Reengineering
TQM
Affective
1. Compare and contrast
reengineering and TQM
Describe the different Cognitive III. Strategic Dimension Interactive Lecture Written or Oral 6 hours
dimensions of product 1. Identify the eight of Quality Examinations
quality and service quality. dimension of product quality 1. Features
2. Name the five 2. Reliability Collaborative Short Quizzes
dimensions of service 3. Conformance Learning
quality 4. Durability
Affective 5. Serviceability
1.Explain the dimensions of 6. Aesthetics
product and service quality 7. Perceived Quality

Determine and understand Cognitive IV. Gurus of TQM 6 hours

the contributions of quality 1.Identify the different gurus 1.Deming-14 points for
gurus in quality in quality management Quality Management
management Affective 2. Crosby – 14 steps to
1. Recognize contributions Quality

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 Republic of the Philippines
CAMARINES SUR POLYTECHNIC COLLEGES
Nabua, Camarines Sur
CSPC-F-COL-13C
of quality gurus in quality 3. Juran-10 steps to
management Quality

Discuss the Kaizen Cognitive V. Kaizen-Concepts and Lecture Written or Oral 6 hours
concepts and systems 1. Define Kaizen as a Systems Discussion Examinations
philosophy 1. Kaizen Concepts Collaborative
2. Describe the different 2. Kaizen Systems Learning
concepts of Kaizen
Affective Recitation
1. Apply the philosophy of
Kaizen in everyday life
Inculcate the importance of Cognitive VI. Good Housekeeping Discussion Written or Oral 6 hours
good housekeeping 1. Define 5S as a 1. Sort Lecture Examinations
philosophy for improvement 2. Set in Order
2. Identify the 5S activities 3. Shine
Affective 4. Standardize
1. Apply 5S in everyday life 5. Sustain
Explain the different Cognitive VII. Phases in TQM Interactive Lecture Written or Oral 6 hours
phases in TQM 1. Recognize the different Implementation Examinations
implementation phases in TQM 1. Preparation
implementation 2. Planning Recitation
2. identify some of the 3. Assessment
methods in generating 4. Implementation
ideas for the planning 5. Diversification
phase
Affective
1. Name the barriers in
TQM implementation
Understand the different Cognitive VIII. TQM and Planning Discussion Written or Oral 6 hours
planning tools. 1. Identify the tools for Tools Examinations
planning 1. Fishbone Diagram
2. Illustrate application of 2. Pareto Chart
each quality planning tools 3. Check sheet
Affective 4. Histogram

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 Republic of the Philippines
CAMARINES SUR POLYTECHNIC COLLEGES
Nabua, Camarines Sur
CSPC-F-COL-13C
1. Apply planning tools in 5. Control Charts
quality problems 6. Scatter Diagrams
7. Flow Chart
Explain the different Cognitive IX. Customer Value Discussion Written or Oral 6 hours
concepts in customer. 1. Differentiate between Strategy Examinations
internal from external 1. Identifying Customers
customer 2. Customer Satisfaction
2. Describe customer 3. Customer Focus
satisfaction and its nature 4. Customer Service
3. Define customer focus
Affective
1. Explain customer service
Explain Malcolm Baldrige Cognitive X Quality Standards Discussion Written or Oral 6 hours
and ISO Standards 1. Recognize the quality 1. Malcolm Baldrige Research work Examinations
using Malcolm Baldrige and 2. ISO Standards
International Organization
for Standardization (ISO)
2. Differentiate between
quality standards of
Malcolm Baldrige and
International Organization
for Standardization (ISO)

XI. COURSE REQUIREMENTS

a. Quizzes
b. Attendance
c. Recitation
d. Major Examinations
e. Project

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 Republic of the Philippines
CAMARINES SUR POLYTECHNIC COLLEGES
Nabua, Camarines Sur
CSPC-F-COL-13C

XII. GRADING SYSTEM

1. Class Standing (quizzes, recitation, assignments, chapter/unit test and attendance) 50%
2. Examination (Preliminary, Midterm, and Finals) 30%
3. Projects (Research/Term/Reaction Paper, Laboratory Experiments, Group/Individual work, etc.) 20%
100%
XIII. LEARNING RESOURCES
1. Prof. Angelita Ong Camilar-Serrano, Total Quality Management (2016)
2. James R. Evans & William M. Lindsay, Total Quality Management (2016)

XIV. COURSE POLICIES:

Students of this course are expected to:
1. Take and pass all short/long quizzes, prelim, midterm and final examinations and subject requirements/ project.
2. Participate actively during recitations, individual or group activities, discussion, etc.
3. Attend class punctually and regularly.
a. Students who have been absent for at least 20% of the hours of recitation, lecture, laboratory or any other scheduled in the
subject for the semester or any academic period shall automatically be dropped from the class.
b. If the student is late for 15 minutes, the student will be allowed to attend the classes but will be marked absent. If he/she
arrives during any portion of the first 15 minutes, he/she will be marked late. Three late will be equivalent to one absent.
4. Observe honestly and independence during recitation, examinations and quizzes. Any student caught to be dishonest will be dealt
with accordingly based on the College policies.
5. Act & speak decently and appropriately; pin their ID’s and wear proper uniform during uniform days as prescribed by the College and
proper attire during wash days (Wednesday).

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 Republic of the Philippines
CAMARINES SUR POLYTECHNIC COLLEGES
Nabua, Camarines Sur
CSPC-F-COL-13C
6. Make up for missed exams voluntarily. However, only those who have reasonable cause will be granted special examination. This will
depend on whether the students will be able to submit properly filled up admission slip from the Dean’s office, Medical Certificate or
Authorized letter from parents/guardian.
7. Communicate to the Instructor concerned for any difficulty encountered in the subject for necessary assistance.
8. Cell phones must be turned –off during class period.

Prepared by: Verified by: Approved:

ELSA E. LOZANO, MBM, LPT ROSANNA B. OLIVEROS, PhD CREZEL B. OBRERO, DBA
Instructor BSFSM Program Chair Dean, College of Management and Entrepreneurship

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