TO5046 - 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 organizations 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.

Inadmissible Subject Combinations:

TO3046 TO6046 BX3042

Availabilities
Cairns, Internal, Study Period 1
Census Date 25-Mar-2010
Coordinator:	Assoc. Professor Darren Lee-Ross
Lecturer:	Dr Josephine Pryce.
Contact hours:	39 hours workshops/Seminars
Assessment:	to be selected from a range of options including exam, presentation (50% - 60%); to be selected from a range of options including essay, case study (40% - 50%).

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.