Service Quality Management LCB
Postgraduate
Postgraduate
BUSS 5275
Postgraduate
No
100614
4.5
No
The 2025 timetable is
not yet available.
UniSA Business
To enable students to understand how to strategically manage a service orientated organisation to ensure effective quality management and the delivery of service excellence. The course examines methodologies to meet the wishes and requirements of guests whilst simultaneously meeting organisational objectives. It further examines the change process and instruments for measuring and adapting the effecitveness of the service process.
The history and impact of total quality concepts and delivery of service excellence; the growth of the quality movement as a competitive strategy; quality service as an integrating philosophy; implementing an integrated quality system – operationally and strategically; measurement – internally and externally; development and delivery of service excellence; managing customer value.
Hoffman, KD, Bateson, EG, Elliot, G & Birch, D 2010, Services marketing-concepts, strategies and cases, Asia Pacific edn, Cengage Learning, Melbourne
Nil
Nil
Component | Duration | ||
---|---|---|---|
INTERNAL, CITY WEST | |||
Preparatory | 1 x 1 week | ||
Seminar | 3 hours x 10 weeks |
Note: These components may or may not be scheduled in every study period. Please refer to the timetable for further details.
Case study, Continuous assessment, Examination
EFTSL*: 0.125
Commonwealth Supported program (Band 4C)
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.