MGG2332

Managing service functions

Ms Alison Dean

6 points
* Distance, approximately 12 hours per week
* Second semester
* Gippsland

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: 100%

Prescribed texts

Lovelock C H Managing services: Marketing operations and human Resources 2nd edn, Prentice-Hall, 1992