Monash University Handbook 2010 Undergraduate - Unit

Synopsis

The essential features and principles of service management. Emphasises the role of consumers, service relationships and quality. Insights are provided into the fundamentals of service management including service design and positioning, value and pricing. The management of employees and internal processes, and organisational interfaces between marketing operations and human resources are discussed.

Objectives

The learning goals associated with this unit are to:

• evaluate the role of service management and its relationship with other organisational functions
• promote understanding of the need to integrate service quality into all services management activities
• provide the necessary skills to be able to examine the various approaches to service management
• develop an understanding of service management, its measurement and relationship with other operational functions
• relate management theory with practice.

Assessment

Within semester assessment: 50%
Examination (3 hours): 50%

Contact hours

Off-campus, approximately 12 hours per week, second semester