220-251 Service Quality

This subject introduces participants to concepts and skills required to implement quality service. The course is designed to be an introduction to service quality, so therefore each topic covers important information, but is not exhaustive in its coverage. The course provides practical application of the knowledge and skills being learnt through a workshop (when offered), activities at the end of each learning objective and an assignment designed around practical use of the skills.

On completion of this subject, students should be able to:

• define service quality concepts and definitions - including the concepts of service quality gaps and zone of Tolerance then relate them to situations that commonly occur in business;

• explain service quality plans and choosing priorities - components of a successful service quality plan, selecting strategic priorities and describe how this plan links to a business plan;

• understand customer feedback - how, what and why we seek to learn from customers' perceptions;

• explain service quality standards, measurement and process improvement; service encounters - managing the customer interface.

Two written projects of up to 2000 words each (50% each).