BX3042 - Service Quality Management
| Credit points: | 03 |
| Year: | 2010 |
| Student Contribution Band: | Band 3 |
| Administered by: | School of Business |
This subject develops the student's knowledge and understanding of service quality management and the ability to evaluate and apply quality assurance procedures in a systems context. It focuses on building and sustaining quality organisations and application and management of processes and practices towards gaining customer satisfaction. The subject considers quality as a key philosophy of management providing competitive advantage and includes such topics service quality frameworks, measuring customer satisfaction, process management, and achieving continuous quality improvement.
Learning Outcomes
- Research and consider contemporary service quality management issues;
- Recognise the significance and impact of service quality management within business organisations;
- Demonstrate knowledge and understanding core quality management philosophies and standards;
- Delineate the key elements of a service quality management system based on international quality criteria;
- Identify and apply tools and techniques to support effective service quality management within organisations.
Graduate Qualities
- The ability to adapt knowledge to new situations;
- The ability to deploy critically evaluated information to practical ends;
- The ability to find and access information using appropriate media and technologies;
- The acquisition of coherent and disciplined sets of skills, knowledge, values and professional ethics from at least one discipline area;
- The ability to reflect on and evaluate learning, and to learn independently in a self directed manner;
- The ability to read complex and demanding texts accurately, critically and insightfully;
- The ability to work individually and independently;
- The ability to select and use appropriate tools and technologies.
| Prerequisites: | 12CP OF LEVEL 1 BU, BX, EC, CO, MG, TO SUBJECTS |
| Inadmissible Subject Combinations: | MG3756 AND TO3046 AND TO5046 |
Availabilities | |
| Townsville, Internal, Study Period 1 | |
| Census Date 25-Mar-2010 | |
| Coord/Lect: | Dr Murray Prideaux. |
| Contact hours: |
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| Assessment: | end of semester exam (35% - 50%); presentations (5% - 10%); in-class test (10% - 20%); assignments (30% - 45%). |
| Cairns, Internal, Study Period 1 | |
| Census Date 25-Mar-2010 | |
| Coordinator: | Dr Murray Prideaux |
| Lecturer: | Ms Julie Edwards. |
| Contact hours: |
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| Assessment: | end of semester exam (35% - 50%); presentations (5% - 10%); in-class test (10% - 20%); assignments (30% - 45%). |
| JCU Singapore, Internal, Study Period 53 | |
| Census Date 18-Nov-2010 | |
| Coordinator: | Mr Dwight Lemke |
| Contact hours: |
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| Assessment: | end of semester exam (35% - 50%); presentations (5% - 10%); in-class test (10% - 20%); assignments (30% - 45%). |
| JCU Singapore, Internal, Study Period 51 | |
| Census Date 25-Mar-2010 | |
| Coordinator: | Dr Murray Prideaux |
| Contact hours: |
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| Assessment: | end of semester exam (35% - 50%); presentations (5% - 10%); in-class test (10% - 20%); assignments (30% - 45%). |
| JCU Brisbane, Internal, Study Period 21 | |
| Census Date 15-Apr-2010 | |
| Coordinator: | Dr Murray Prideaux |
| Contact hours: |
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| Assessment: | end of semester exam (35% - 50%); presentations (5% - 10%); in-class test (10% - 20%); assignments (30% - 45%). |
| JCU Brisbane, Internal, Study Period 22 | |
| Census Date 12-Aug-2010 | |
| Coordinator: | Mr Dwight Lemke |
| Contact hours: |
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| Assessment: | end of semester exam (35% - 50%); presentations (5% - 10%); in-class test (10% - 20%); assignments (30% - 45%). |
| JCU Brisbane, Internal, Study Period 23 | |
| Census Date 09-Dec-2010 | |
| Coordinator: | Dr Murray Prideaux |
| Contact hours: |
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| Assessment: | end of semester exam (35% - 50%); presentations (5% - 10%); in-class test (10% - 20%); assignments (30% - 45%). |
Note: Minor variations might occur due to the continuous Subject quality improvement process, and in case of minor variation(s) in assessment details, the Subject Outline represents the latest official information.