Managing service functions
Dr John Brown-Parker
6 points
* Distance: approximately 12 hours per week
* First, second
semester
* Gippsland
* Prerequisite: GBU7007
Objectives The subject aims to provide students with the knowledge and skills necessary to design, develop and deliver service which is aligned to organisational priorities, is cognisant of customer needs and quality expectations, and which reflects high levels of ethical and social responsibility. Students will gain insights into specific features of service management and the roles of service providers perceived through individual and supervisory perspectives.
Synopsis The nature of services, principles of service management, design and delivery of services, customer service, quality and productivity.
Assessment Assignments (four x 25% each): 100%
Prescribed texts
Lovelock C H Managing services: Marketing operations and human Resources 2nd edn, Prentice-Hall, 1992
| Published by Monash University, Clayton, Victoria
3168 Copyright © Monash University 1996 - All Rights Reserved - Caution Authorised by the Academic Registrar December 1996 |