Managing Services

Course aim

The aim of the course is to develop an understanding of service management. It will introduce students to the principles and concepts for the design, development and effective delivery of service management including service quality related to organisational capabilities and resources. This course provides insight into how strategies, people, processes, systems, technology, and service excellence can contribute to overall competitive service management in a coherent manner.

Course content

The nature of service management, services as processes involving people, technology and infrastructure. The approach to efficiency and effectiveness in the delivery of services. Strategies for enhanced quality, innovation and growth of services in an increasingly competitive business environment.

Textbook(s)

Gemmel, P, Van Looy, B & Van Dierdonck, R 2013, Service management: an integrated approach , 3rd edn, Pearson, Harlow, England

Prerequisite(s)

Nil

Corequisite(s)

Nil

Teaching method

Component	Duration
INTERNAL, CITY WEST
Workshop	3 hours x 13 weeks
EXTERNAL, CITY WEST, DISTANCE EDUCATION
External	3 hours x 13 weeks
INTERNAL, CITY WEST (INTENSIVE)
Workshop	39 hours x N/A

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

Assessment

Essay, Examination, Group Case Sudy and Presentation

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
Non-award tuition fees are set by the university. To determine the cost of this course, go to:
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Not all courses are available on all of the above bases, and students must check to ensure that they are permitted to enrol in a particular course.

* 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.