BX3042 - Service Quality Management
| Credit points: | 03 |
| Year: | 2013 |
| 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: | 12 credit points of level 1 BU BX EC CO MG TO subjects |
| Inadmissible Subject Combinations: | MG3756 TO3046 TO5046 |
Availabilities | |
| Townsville, Internal, Study Period 1 | |
| Census Date 28-Mar-2013 | |
| Coord/Lect: | Dr Murray Prideaux. |
| Contact hours: |
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| Assessment: | end of semester exam (35% - 50%); presentations (10%); in-class test (10% - 20%); assignments (30% - 40%). |
| Cairns, Internal, Study Period 1 | |
| Census Date 28-Mar-2013 | |
| Coordinator: | Dr Murray Prideaux |
| Lecturer: | Mr Dwight Lemke. |
| Contact hours: |
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| Assessment: | end of semester exam (35% - 50%); presentations (10%); in-class test (10% - 20%); assignments (30% - 40%). |
| JCU Singapore, Internal, Study Period 52 | |
| Census Date 18-Jul-2013 | |
| Coordinator: | Dr Murray Prideaux |
| Contact hours: |
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| Assessment: | end of semester exam (35% - 50%); presentations (10%); in-class test (10% - 20%); assignments (30% - 40%). |
| JCU Singapore, Internal, Study Period 53 | |
| Census Date 14-Nov-2013 | |
| Coordinator: | Dr Murray Prideaux |
| Contact hours: |
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| Assessment: | end of semester exam (35% - 50%); presentations (10%); in-class test (10% - 20%); assignments (30% - 40%). |
| JCU Brisbane, Internal, Study Period 21 | |
| Census Date 18-Apr-2013 | |
| Coordinator: | Dr Murray Prideaux |
| Contact hours: |
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| Assessment: | end of semester exam (35% - 50%); presentations (10%); in-class test (10% - 20%); assignments (30% - 40%). |
| JCU Brisbane, Internal, Study Period 22 | |
| Census Date 15-Aug-2013 | |
| Coordinator: | Dr Murray Prideaux |
| Contact hours: |
|
| Assessment: | end of semester exam (35% - 50%); presentations (10%); in-class test (10% - 20%); assignments (30% - 40%). |
| JCU Brisbane, Internal, Study Period 23 | |
| Census Date 13-Dec-2013 | |
| Coordinator: | Dr Murray Prideaux |
| Contact hours: |
|
| Assessment: | end of semester exam (35% - 50%); presentations (10%); in-class test (10% - 20%); assignments (30% - 40%). |
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.