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BX3042 - Service Quality Management

Credit points: 3
Year: 2012
Student Contribution Band: Band 3
Administered by: School of Business

This subject develops the student's knowledge and understanding of service quality management and the ability to evaluate and apply quality assurance procedures in a systems context. It focuses on building and sustaining quality organisations and application and management of processes and practices towards gaining customer satisfaction. The subject considers quality as a key philosophy of management providing competitive advantage and includes such topics service quality frameworks, measuring customer satisfaction, process management, and achieving continuous quality improvement.

Learning Outcomes

  • Research and consider contemporary service quality management issues;
  • Recognise the significance and impact of service quality management within business organisations;
  • Demonstrate knowledge and understanding core quality management philosophies and standards;
  • Delineate the key elements of a service quality management system based on international quality criteria;
  • Identify and apply tools and techniques to support effective service quality management within organisations.

Graduate Qualities

  • The ability to adapt knowledge to new situations;
  • The ability to deploy critically evaluated information to practical ends;
  • The ability to find and access information using appropriate media and technologies;
  • The acquisition of coherent and disciplined sets of skills, knowledge, values and professional ethics from at least one discipline area;
  • The ability to reflect on and evaluate learning, and to learn independently in a self directed manner;
  • The ability to read complex and demanding texts accurately, critically and insightfully;
  • The ability to work individually and independently;
  • The ability to select and use appropriate tools and technologies.
Prerequisites: 12 credit points of level 1 BU BX EC CO MG TO subjects
Inadmissible
Subject
Combinations:
MG3756 TO3046 TO5046

Availabilities

Cairns, Study Period 1, Internal
Census Date 22-Mar-2012
Coordinator: Dr Murray Prideaux
Lecturer: Mr Dwight Lemke.
Workload expectations:
  • 26 hours lectures
  • 12 hours tutorials
Assessment: end of semester exam (35% - 50%); presentations (10%); in-class test (10% - 20%); assignments (30% - 40%).

JCU Brisbane, Study Period 21, Internal
Census Date 12-Apr-2012
Coordinator: Dr Murray Prideaux
Workload expectations:
  • 26 hours lectures
  • 12 hours tutorials
Assessment: end of semester exam (35% - 50%); presentations (10%); in-class essay test (10% - 20%); assignments (30% - 40%).

JCU Brisbane, Study Period 22, Internal
Census Date 09-Aug-2012
Coordinator: Dr Murray Prideaux
Workload expectations:
  • 26 hours lectures
  • 12 hours tutorials
Assessment: end of semester exam (35% - 50%); presentations (10%); in-class essay test (10% - 20%); assignments (30% - 40%).

JCU Brisbane, Study Period 23, Internal
Census Date 06-Dec-2012
Coordinator: Dr Murray Prideaux
Workload expectations:
  • 26 hours lectures
  • 12 hours tutorials
Assessment: end of semester exam (35% - 50%); presentations (10%); in-class essay test (10% - 20%); assignments (30% - 40%).

JCU Singapore, Study Period 51, Internal
Census Date 22-Mar-2012
Workload expectations:
  • 26 hours lectures
  • 12 hours tutorials
Assessment: end of semester exam (35% - 50%); presentations (10%); in-class essay test (10% - 20%); assignments (30% - 40%).

JCU Singapore, Study Period 52, Internal
Census Date 09-Aug-2012
Coordinator: Dr Murray Prideaux
Workload expectations:
  • 26 hours lectures
  • 12 hours tutorials
Assessment: end of semester exam (35% - 50%); presentations (10%); in-class essay test (10% - 20%); assignments (30% - 40%).

JCU Singapore, Study Period 53, Internal
Census Date 15-Nov-2012
Coordinator: Dr Murray Prideaux
Workload expectations:
  • 26 hours lectures
  • 12 hours tutorials
Assessment: end of semester exam (35% - 50%); presentations (10%); in-class essay test (10% - 20%); assignments (30% - 40%).

Townsville, Study Period 1, Internal
Census Date 22-Mar-2012
Coord/Lect: Dr Murray Prideaux.
Workload expectations:
  • 33 hours workshops/Seminars
  • 6 hours fieldwork
Assessment: end of semester exam (35% - 50%); presentations (10%); in-class essay test (10% - 20%); assignments (30% - 40%).

Note: Minor variations might occur due to the continuous Subject quality improvement process, and in case of minor variation(s) in assessment details, the Subject Outline represents the latest official information.