Instructor: Richard F. Patterson, Ed.D., R.D.
Office: Academic Complex, 209C
E-Mail: rich.patterson@wku.edu
Homepage: http://www.wku.edu/~hrtm
Office Phone: 270-745-4031 -- Department Office Associate: 270-745-4352

Office Hours

Monday 12:30 - 3:30, Tuesday 9:00 - 1:00, Thursday 2:00 - 4:00, and Friday 12:30 - 1:30. It is always best to make an appointment to assure I will be in the office since office hours are sometimes interrupted by meetings, other appointments, etc. I will be available before and after class to make appointments or you can call my office or send an e-mail message. If these hours are not convenient, contact me so we can find a mutually agreeable time.

Course Description

Study and analysis of service delivery systems for the hospitality industry with particular emphasis on implementing a consumer driven, top-down, policy oriented, quality service program. Principles of Total Quality Management, outcome assessment and leadership will be integrated throughout the course. (3 credit hours)

Prerequisites

MGT-210 and Senior standing

Required Text

Woods, Robert H. & King, Judy Z. (2010). Leadership and Management in the Hospitality Industry (3rd. ed.). Lansing, MI: Educational Institute of the American Hotel & Lodging Assoc. ISBN: 978-0-86612-347-1

Course Objectives

Terminal Performance Objective: Analyze a service delivery system and, using basic service management theory and TQM/outcome assessment principles, design a service management system that will deliver consistent service and outcome excellence in a hospitality operation.

1. Analyze and improve the service delivery system of a hospitality service organization.
2. Recognize and take advantage of the opportunities for improvement in a service company.
3. Develop a service management system that will deliver consistent service/outcome excellence.
4. Learn and apply basic TQM and outcome assessment principles in the analysis of a service delivery system.
5. Develop a personal service management frame of reference and style.
6. In addition, you will hopefully:
   1. Develop your mental flexibility
      
   2. Enhance your innovative thinking skills
      
   3. Add to your professional network
      
   4. Maximize your own and your team members' potential.
      
7. Explore leadership theories/concepts and apply them to a service management environment.

Method of Instruction

1. Class discussion
   
2. Guest speakers (if possible)
   
3. Assigned readings
   
4. Case Studies
   
5. Instructor presentations

Course Requirements

1. Each student will read the chapters assigned in the textbook and all outside reading assigned readings according to instructions given in class. Additionally, each student will complete all homework as assigned in class. This course is conducted as a seminar. As a result all readings must be completed at the time indicated by the instructor -- there will be an assigned reading and quiz for each week during the semester.

2. The instructor will divide the class into several groups. Since in a "real world" work situation you usually do not have the opportunity to work with people you select, this class will be randomly divided to simulate a "real world" environment. The groups will extend beyond the class and will work together on assignments throughout the semester. Selected class discussions, activities and decisions will be directed to the project groups for analysis. This will force the constituents in each group to build a rapport and helping relationship with the other members of the group since the outcomes produced by the group will be evaluated as part of the grade. This also makes it essential that group members attend class.

3. This class will be "web assisted" which means that assignments, homework, and other course materials may be posted on BlackBoard. Students are required to check the BlackBoard website each week to determine the assignments and homework for the week.
4. Students are expected to attend all classes except in very extenuating circumstances as indicated under "Attendance Policy" below. Students are also expected to actively participate in class as described in "Class Participation" below. Experiences in the classroom are an important part of the overall learning that takes place in this course and cannot be duplicated so it is essential that students attend all classes.

5. Late assignments to include homework, papers, exams etc. will automatically lose points for every day or part of a day they are late according to the following schedule: 1 day late -- 10 points off grade; 2 days late -- 30 points off grade; 3 days late -- 70 points off grade. After three days, assignments that have not been submitted will receive a grade of "zero". This policy is in effect for all aspects of this course except quizzes. There is no grace period or "make-ups" for quizzes, if you miss a quiz, it is an automatic zero for the quiz.

6. The use of electronic devices to include, but not limited to, cell phones, iPods, PDA's, portable computers, etc., except in emergency situations or as approved by the instructor, is not permitted in the classroom. All electronic devices should be turned off before entering the classroom. Students who disregard this policy will lose points off their professionalism score.
7. Students are required to check their WKU email account at least once per day as part of the requirements for this course since instructions, clarifications and other guidance are often provided via email. If your primary email address is not your WKU email address, you might consider configuring your WKU email account to forward all messages from that account to your primary account (the one you check at least once per day). If you need assistance, contact the instructor.

   All course-related e-mail must include a “Subject:” line that contains the following information: CFS-171 / student’s first initial and last name / and topic of the e-mail (Example: CFS-171 / JSmith / homework question). E-mails with no ‘Subject’ will be automatically returned unanswered. Properly-formatted e-mail messages are usually answered within 24 hours – often much sooner.

8. All course requirements must be completed -- they are not optional. Students who do not complete all requirements in a timely manner will receive an incomplete or a failing grade, depending on the circumstances.

Class Participation, Professionalism and Attention to Detail

1. This course requires that you participate in class discussions. This means that you contribute to class discussions by relating your experiences, asking questions, and making comments appropriate to the topics being discussed. Students will be assigned readings which will be discussed during a given class period. In order for the discussions to be meaningful, each student must come to class fully prepared to discuss the assigned reading and to make meaningful comments. Since participation plays a role in your final grade, it is essential that you have not only read the assignment, but have drawn conclusions of your own from the reading. You will present those conclusions during class discussions. Students who are absent from class discussions/exercises will receive an automatic zero for the class which will impact on your "Class Participation/Professionalism" grade.
   
   
2. Please note that merely showing up for class is not sufficient for this class. Unless you make a conscientious effort to attend every class and actively participate in discussions, you will receive few, if any, class participation points.
   
   
3. All students are expected to conduct themselves in a professional manner. Unprofessional behavior such as, but not limited to, repeated disruption of class (including habitually walking in after class has started), sleeping in class, doing other course-work in class, reading the newspaper in class, ringing cell phones [please turn off all cell phones before the start of class], frequent side conversations with other students, the use of any electronic devices without permission to do so, and/or rudeness toward any person will be considered a serious violation of this standard and will lower your grade accordingly.

4. Your class participation grade is tied to your attendance since you can't participate in class discussions if you are not in class. Class discussions and in-class exercises can't be duplicated so if you are not in class, you miss out on the experience. The following in-class experiences will be graded and you will receive a zero for the day if you miss class that day. There will be no make-up opportunities for these experiences: Any in-class exercises/discussions, videos, quizzes, guest speakers, role plays, simulations, etc.

Attendance Policy

1. Attendance in all classes is required. There are no exceptions to this policy except in very extenuating circumstances (sickness of such severity that it prevents the student from attending classes, serious illness or death in the family). Please note that if you schedule a doctor's or dentist's appointment during class hours, this is NOT an excused absence. Athletes and students who accompany athletic teams (for official purposes) will be excused for documented games/matches/tournaments etc. which are scheduled out of Bowling Green. It is incumbent on the student to provide acceptable documentation to substantiate all absences or the absence will be considered unexcused. Acceptable documentation for excused absences must be provided no later than one week following the student's return to school. Documentation submitted after this time will not be considered. It is incumbent on the student to provide the documentation, the instructor will not ask for it. Please note that the documentation must state that the student was unable to attend class during specific dates.

2. Roll will be called in the very beginning of each class. If you arrive after roll has been called, it is incumbent on you, the student, to indicate at the end of class that you were late but present for class. Do not assume that the instructor saw you come in and marked you present. Statements such as "I was late for class last Monday but forgot to tell you" will not change the absence. See the paragraph on professionalism for additional information on frequent tardiness. Attendance will impact on your "Class Participation, Professionalism and Attention to Detail" grade as indicated above.

3. For the attendance portion of your grade, you will receive a total of two points for each class you attend during the un submitted semester. For each unexcused absence, you will not receive any points and for each time you are late or leave class early, you will only receive one point. Your "attendance grade" will be a percentage determined by dividing the number of points you accumulated during the semester by the number of possible points.

Exams/Quizzes

1. There will be three examinations. Each exam will cover the material discussed in class plus reading assignments. The exams will only cover the material since the previous exam.

2. Exams in this course are typically essay exams. However, there is the possibility of multiple choice, true/false, and/or short answer questions. Students must provide a Scantron (any color) and a blue book for the essay questions.

3. Students must be present for all exams. Students who miss exams for reasons other that those stated under the special circumstances provided under Attendance Policy above will automatically lose according to the schedule indicated under "Course Requirements".

4. Quizzes will be given each week on the HBR article assigned for the week. Students must be present for all quizzes -- there is no grace period or "make-ups" for missed quizzes except for officially sanctioned WKU events (i.e. atheletes).
5. Exam dates are as follows:*
   • Exam 1 -- Oct. 2, 2009
   • Exam 2 -- Nov. 4, 2009
   • Exam 3 -- December 18, 2009 (Friday of exam week 8:00 - 10:00 A.M.)
     *Note: Exam dates are subject to, and often do, change.

Evaluation and Determining Course Grade

During the first week of class, students will:

• Determine when the written and oral project reports will be due.
  
  

• Exam 1 -- 18%
  Exam 2 -- 18%
  Exam 3 -- 18%
  Quizzes -- 18%
  Homework -- 10%
  Attendance, Class Participation, Professionalism and Attention to Detail -- 18%
  

The grade for this course will not be determined by effort i.e. how hard you had to work on the course requirements or how many hours you had to work. The grade will be determined based on achievement and performance -- your meaningful accomplishments. Grades when submitted are final and will not be changed unless there was a computational error or other error on the part of the instructor. If you need a certain grade in this course to maintain or increase your grade point average, you must put the appropriate amount of effort into the class requirements to earn that grade

Academic Honesty

The following list describes the types of academic misconduct that will not be tolerated in any way in this class:

1. Cheating: Use of an unauthorized "aid" while taking a test, having another person take an exam or quiz in the place of the student, stealing an examination, using group work as an individual student's work, unauthorized use of assistance from a lab or computer technician. Note: If the instructor or an exam proctor sees/finds a paper or electronic device with course information during the exam, this will be considered cheating and the student will receive a zero for the exam and possibly an "F" in the course. It is incumbent on the student to assure that all books, papers, notes, and electronic devices that contain course information are securely stored away -- there is a no tolerance in this area.



2. Fabrication: Falsifying data in laboratory results, inventing information for a report, falsifying citations to sources of information.



3. Facilitating Academic Dishonesty: Aiding another student in committing academic misconduct.



4. Interference: Stealing, changing, destroying, or impeding another student's work. Impeding includes stealing, defacing, or mutilating resources to deprive someone the use of resources.



5. Plagiarism: Using the ideas, words, or statements of another person without giving credit to that person. A student shall give credit to the works of others if the student uses another person's words, ideas, opinions, or theories or borrows facts, statistics, or other illustrative material unless the information is common knowledge.



6. Violation of Course Rules: A student shall follow course rules in the course syllabus when those rules are related to the course content or to the enhancement of the learning process in the course.

Student Disability Services

The Learning Center (TLC) (located in the Academic Advising and Retention Center, DUC-A330)

Should you require academic assistance with this course, or any other General Education Course, there are several places that can provide you with help. TLC tutors in most major undergraduate subjects and course levels throughout the week . To make an appointment, or to request a tutor for a specific class, call 745-6254 or stop by DUC A330. Log on to TLC’s website at www.wku.edu/tlc to find out more. TLC hours: M-Thur. 8am-9pm, Fri. 8am-4pm, Sat.-Closed, and Sundays 4pm-9pm.

The schedule and procedures in this course, as outlined in this syllabus, are subject to change in the event of extenuating circumstances and/or as deemed appropriate by the professor.