Contemporary Issues in Managing Customer Value

Course aim

To examine the development of quality management, its philosophies and approaches and the importance of a customer driven quality management approach to an organisation. To establish how quality and service excellence are fundamental to superior performance and how they will contribute to a successful organisation to ensure survival for the next decade.

Course content

Quality defined, customer value and achieving a customer-driven orientation. Managing the strategic and operational aspects of the customer-driven organisation, continuous improvement and its implication for leadership and HRM policies.

Textbook(s)

Bounds Greg, Lyle Yorks, Mel Adams, Gipsie Ranney 1994, Beyond Total Quality Management: Towards the Emerging Paradigm, McGraw-Hill Inc., New York

Prerequisite(s)

Nil

Corequisite(s)

Nil

Teaching method

Component	Duration
INTERNAL, CITY WEST
Seminar	3 hours x 11 weeks
EXTERNAL, CITY WEST, ONLINE
External (Asynchronous Online Discussion)	3 hours equiv. x 11 weeks
EXTERNAL, OFFSHORE, HOPKINS TRAINING AND EDUCATION GROUP, ONLINE
External (Asynchronous Online Discussion)	3 hours equiv. x 11 weeks

Note: These components may or may not be scheduled in every study period. Please refer to the timetable for further details.

Assessment

Case study, Examination, Group project

Fees

EFTSL*: 0.125
Commonwealth Supported program (Band 3)
To determine the fee for this course as part of a Commonwealth Supported program, go to:
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Fee-paying program for domestic and international students
International students and students undertaking this course as part of a postgraduate fee paying program must refer to the relevant program home page to determine the cost for undertaking this course.

Non-award enrolment
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* Equivalent Full Time Study Load. Please note: all EFTSL values are published and calculated at ten decimal places. Values are displayed to three decimal places for ease of interpretation.