tqf 3 course syllabus · 2016-10-20 · learning x individual “airlines news with me” 4persons...

Vision: Leading College to Produce High Quality Graduates for International Workplace

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TQF 3

X Bachelor’s Degree

� Master’s Degree

TQF. 3 Course Syllabus

Course Code: IAL3307

Course Title: Ground Service Management

Credits: 3 (3-0-6)

Program: Airline Business, International College,

Suan Sunandha Rajabhat University

(SSRUIC)

Semester: 1 Academic Year: 2016

Bachelor’s Degree

Master’s Degree


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Content

Section Pages

Section 1 General Information 2

Section 2 Aims and Objective 3

Section 3 Course Structure 4

Section 4 Developing Student’s Learning Outcomes 5

Section 5 Lesson Plan and Assessment 7

Section 6 Learning and Teaching Resources 11

Section 7 Course Evaluation and Improvement 12

Section 1 General Information

1. Codes and Course Title:

Course Code: IAL 3307

Course Title (English): Ground Service Management

Course Title (Thai): การจดัการดา้นบริการภาคพื้นดิน 2. Credits: 3(3-0-6)

3. Curriculum and Course Category:

3.1 Curriculum: Bachelor of Arts in Airline Business (English Program)

3.2 Course Category:

General Education 9 Required Course

Elective Course Others …………

4. Lecturer Responsible for Course and Instructional Course Lecturer (s) :

9


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4.1 Lecturer Responsible for Course: Mrs. Korawin Kungwola

4.2 Instructional Course Lecturer(s): (1) Mrs. Korawin Kungwola

5. Contact/Get in Touch

Room Number: 304 Tel. 081-6235883 E-mail: [email protected]

6. Semester/ Year of Study

6.1 Semester : 1 Year of Study: 2559 / 2016

6.2 Number of the Students enrolled: 61 students

7. Prerequisite Course

Course Code: ……………….. Course Title…………….. or None

8. Co-requisite Course: (If any)

Course Code: ……………….. Course Title…………….. or None

9. Learning Location

Nakhon Pathom Learning Center

9. Last Date for Preparing and Revising this Course:

Date: 5 August 2016

Section 2 Aims and Objectives

1. Course Aims

At the end of this course, the student will reach five domains in the following areas of performance:

1.1 Morals and Ethic

(1) Be able to deliver or to complete a required task at appointed time.

(2) Be able to do the right things according to the values, beliefs and

Principles they claimed to hold.

(3) Be able to make decisions in business according to moral concepts and

judgments

1.2 Knowledge

(1)Be able to understand the theories and can describe the important case

studies.


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(2) Be able to provide an analysis and a solution to real world problems. (3) Be able to use knowledge integrated with other disciplines.

1.3 Cognitive Skills

(1) Be able to gather and summarize information and conduct reports.

(2) Be able to do self-study and sharing information to the class.

(3) Be able to solve problems from case studies

1.4 Interpersonal Skills and Responsibility

(1) Be able to communicate in English and other Languages.

(2) Be able to use English to Solve the problems.

(3) Be able to initiate some new ideas and can working a team as a leader or

follower.

1.5 Numerical Analysis, Communication and Information Technology Skills

(1) Be able to use basic ICT skills and apply them in daily life.

(2) Be able to use IT to search for new knowledge and apply numerical

analysis in communication with emphasis on practical and real life

experiences.

2. Objectives for Developing / Revising Course (content / learning process / assessment etc. ) According to TOF (Thailand Quality Framework) for Core Course, undergraduate students should have capabilities to discuss and analyze the term of ground management, their functions and duties. Each unit presents a different part of duties of ground staffs and function concerned in the airport. Students also learn about special cases, special passengers and varieties of irregularities in ground service. After finished this course students can understand clearly about ground staffs’ duty and management.

Section 3 Characteristics and Operation

1. Course Outline

0fficial Airline Guide (OAG), Airline Guide, and IATA manual, tickets and ticket acceptance, miscellaneous charges orders , credit cards , endorsement, fraud , passenger handling service , baggage , dangerous goods for passenger handling staff , check-in procedure , boarding and arrival: gate procedure and problem special


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passenger handling procedure , delay handling , and handling difficult situations and disruptive passengers. 2. Time Length per Semester (Lecture – hours / Practice – hours / Self Study – Hours)

Lecture (hours)

Remedial Class (hours)

Practice/ Field Work/Internship

(hours) Self - Study

(hours)

32 Hours

32 Hours

80 Hours

3+ (If any)

3. Time Length per Week for Individual Academic Consulting and Guidance

3.1 Self-consulting at the lecturer’s office: Room Number 304, SSRUIC Building (Nakhon Pathom Education Center) 3.2 Consulting via office telephone/mobile phone: 081-6235883 3.3 Consulting via E-mail: [email protected] 3.4 Consulting via Social Media: Line ID nokmek 3.5 Consulting via Computer Network

Section 4 Developing Student’s Learning Outcomes

1. Morals and Ethics 1.1 Morals and Ethics to be developed

x (1) Teamwork Skill

x (2) Social Manner

x (3) Personal Behavior

1.2 Teaching Strategies

x (1) Cooperative Learning

x (2) Conversation

x (3) Case Study

1.3 Assessment Strategies

x (1) Examination

x (2) Classroom Activity

x (3) Individual and group report

2. Knowledge 2.1 Knowledge to be developed


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x (1) English Vocabulary

x (2) Listening Skill

x (3) Reading Skill



x (2) Role play

x (3) Practice problem-based learning


x (1) Examination

x (2) Classroom discussion

x (3) Assignment

3. Cognitive Skills 2.1 Cognitive skills to be developed

x (1) English Proficiency

x (2) Planning and Organizing Skill

x (3) Initiative Skill



x (2) Analysis of case studies

x (3) Individual and group assignment


x (1) participation

x (2) Classroom /group assignments

x (3) Individual and group presentation

4. Interpersonal Skill and Responsibilities 2.1 Interpersonal Skill and Responsibilities to be developed

x (1) Social Manner

x (2) Customer Service Skill

x (3) Personality Development




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x (2) Group discussion

x (3) Practice


x (1) Examination


x (3) Assignment

5. Numerical Analysis, Communication and Information Technology Skills 2.1 Numerical Analysis, Communication and Information Technology Skills

to be developed

x (1) English communication skill

x (2) Basic ICT skills

x (3) IT Usage searching for new knowledge



x (2) Case studies

x (3) Practice group projects that required two way communications and

develop social skills


x (1) Discussion


x (3) Assignment


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Section 5 Lesson Plan and Assessment

1. Lesson Plan

Week Topic/Outline Period Learning Activities and Medias Lecturer

1 x Introduction to Ground

Service Management course - Rules and Regulations in class - Communication. Get to know each other. - Individual Assignment “Airlines News with me” - Group Assignment: Role play “Come fly with me” - What ground service is. - Official airline guide

3 x Guide line to the

course’s study. x Lecture and

Discussion. x Student-centered:

Constructive approaches and Cooperative learning.

Teaching Media PowerPoint Slides

x Whiteboard

Aj. Korawin Kungwola

2 x Unit 1 : Introduction to

Airline Industry - Airline - Air Travel process - Airline reservation system - Air ticket

3 x Lecture and Discussion

x Student-centered: Constructive approaches and Cooperative learning

x Individual presentation “Airlines News with me” 3 persons a week

Teaching Media PowerPoint Slides Whiteboard

AJ.Korawin kungwola

3

x Unit 2 : Passenger terminal environment - Airports - Airport Geography

/environment - Airport facilities - Airport ground services - Airport partner services - Airport city code

3 x Lecture and Discussion


x Individual presentation “Airlines News with me” 3

AJ.Korawin kungwola


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persons a week Teaching Media PowerPoint Slides Whiteboard

4

x Unit 3 : Airline cabin environment - What airplane is and how airplane flies - Airline travel classes - Airline cabin layouts - Airline Code

3 x Lecture, Discussion and Practice




AJ.Korawin kungwola

5

x Unit 4 : Pre-Flight

preparation and Check-in counter setup - Flight editing

-Check-in counter setup




Teaching Media PowerPoint Slides x Whiteboard

AJ.Korawin kungwola

6

x Unit 5 : Check-in process and Travel documents - Check-in process - Travel documents - Components of check-

in process


x Group discussion x Individual

presentation “Airlines News with me” 3 persons a week

Teaching Media

AJ.Korawin kungwola


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PowerPoint Slides Whiteboard

7 x Unit 6 : Boarding gate

and Flight Finalizing procedures - Types of boarding gates - Boarding gate

procedures - Boarding process - Preparing final

documents - Finalizing the flight



x Group discussion x Individual



AJ.Korawin kungwola

8 Midterm Test 3 Exam paper AJ.Korawin kungwola

9

x Unit 7 : Airline security - Access control - Passenger screening

Additional airline security measures


x Case study x Individual


Teaching Media PowerPoint Slides x Whiteboard

AJ.Korawin kungwola

10

x Unit 8 : Baggage and Dangerous goods - Basic procedures - Limited release items


x Student-centered: Constructive

AJ.Korawin kungwola


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- Identifying the different tags

- Dangerous goods classes and labels

approaches and Cooperative learning

x Individual presentation “Airlines News with me” 4persons a week

x Group discussion x Case study Teaching Media PowerPoint Slides

Whiteboard

Lecturer

11 x Unit 9 : Special Handling

Passengers - Types of passengers - Disable and

Incapacitated passengers - Special meals - Handling of Additional

Special Passengers




x Case study Teaching Media PowerPoint Slides Whiteboard

AJ.Korawin kungwola

12 x Unit 10 : Arrival - Types of arrival

passengers - Customs, Immigration,

and Quarantine x Arrival preparation


x Case study x Individual

presentation “Airlines News with me” 4persons a week


AJ.Korawin kungwola


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13 x Unit 11 : Irregular

Operations - Flight delays and

cancellations - Missed connection

passengers - Denied boarding - Handling of special

scenarios


x Group discussion x Case Study x Individual

presentation “Airlines News with me” 4persons a week

Teaching Media PowerPoint Slides

Whiteboard

AJ.Korawin kungwola

14 x Unit 12 : Baggage

services and Ground Handling Equipment - Baggage claim - Baggage Irregularity - Delayed baggage - Lost Baggage - Supporting equipment




x Case Study Teaching Media PowerPoint Slides

Whiteboard

AJ.Korawin kungwola

15 x Conclusion x Group Play Presentation

“Come fly with me

3 x Student-centered: Constructive approaches and Cooperative learning

AJ.Korawin kungwola

16 Final Examination 3 Exam paper Invigilator

Total of

Hour

48


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2. Learning Assessment Plan

Learning Outcome Assessment Activities Time Schedule

(Week)

Proportion for Assessment

(%)

1 Ethics and Morals

Attendance

Uniform standard

Throughout Semester

10%

2 Knowledge

Midterm Test

Final Examination

Throughout Semester

20%

30%

3 Cognitive Skills

Assignment, Report, and Presentation

- Home work on 10 case studies. (2 points each)

Throughout Semester

20%

4 Interpersonal Skills and Responsibilities

Group work

- Exhibition board “Gracious Service Phrase”

Throughout Semester

10%

5 Numerical Analysis,

Communication and

Information

Technology Skills

Group work, Presentation, E-Learning

- Group presentation “Gracious Service Phrase”

Throughout Semester

10%


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Section 6 Learning and Teaching Resources

1. Textbook and Main Documents Colin C. Law and Mary R. Doerflein (2014), “Introduction to Airline Ground Service”. Cengage Learning Asia Pte. Ltd. Singapore. IATA Course Textbook (2012),” Introduction to the Airline Industry”.,IATA Training and Development Institute. Canada..

2. Important Documents for Extra Study N/A

3. Suggestion Information (Printing Materials/Website/CD/Others)

http://library.customerservicezone.com/Customer_Service_- _Airline_Industry/ (Topic of “Customer Service – Airline Industry”)

Airlines, Airports, Airplanes, Ground, Service, Operation

Website : www.wikipedia.com, http://en.wikipedia.org/wiki/Airlines

http://www.thaiairways.com/thai-services/in-the-air/en/inflight-services.htm


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Section 7 Course Evaluation and Revising

1. Strategies for Course Evaluation by Students

Using survey form to collect information from the students’ opinions to improve the course and enhance the curriculum. Examples of questions:

1.1 Objectives of content were made clear to the students.

1.2 The content was organized around the objectives.

1.3 Content was sufficiently integrated.

1.4 Content was sufficiently integrated with the rest of the first year

curriculum.

1.5 The instructional materials used were effectively.

1.6 The learning methods appropriate assessed the students’ understanding

of the content.

1.7 Overall, Students are satisfied with the quality of this course

2. Strategies for Course Evaluation by Lecturer

2.1 Lecturer teams observe the class and discuss the results as follow:

2.1.1 The lecturer is well prepared for class sessions.

2.1.2 The lecturer answers questions carefully and completely.

2.1.3 The lecturer uses examples to make the materials easy to understand.

2.1.4 The lecturer stimulated interest in the course.

2.1.5 The lecturer made the course material interesting.

2.1.6 The lecturer is knowledgeable about the topics presented in this

course.

2.1.7 The lecturer treats students respectfully.

2.1.8 The lecturer is fair in dealing with students.

2.1.9 The lecturer makes students feel comfortable about asking question.

2.1.10 Course assignments are interesting and stimulating.

2.1.11The lecturer’s use of technology enhanced learning in the classroom.


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2.2 The Director /Head of program construct assessment items to evaluate four

dimensions of lecturer’s competencies: teaching skills, organization and presentation’s

materials, management of the learning environment, and teaching attitudes.

3.Teaching Revision

Lecturer revises teaching/learning process based on the results from the students’ survey

questions, the lecturer team’s observation, and classroom research.

4.Feedback for Achievement Standards

Evaluation based on quizzes, paper, presentation, semester

5.Methodology and Planning for Course Review and Improvement

Encourage the students to do essential and external reading and submit paper and presentation on time. Find further study and information related to this course in library as well as internet.

Curriculum Mapping Illustrating the Distribution of Program Standard Learning Outcomes to Course Level

Courses

1. Morals and Ethics

2. Knowledge 3. Cognitive Skills

4. Interpersonal Skills and

Responsibility

5. Numerical Analysis, Communication and Information Technology

Skills

6.Other Domain

ie.Learning Management

Skills

Course Category : Required Course

z Major Responsibility { Minor Responsibility 1 2 3 1 2 3 1 2 3 1 2 3 1 2 3 1 2 3

Course Code IAL 3307 Course Title : Ground Service Management

z z z z z z z z z z z z z { z


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