Course overview
The aim of the course is to develop an understanding of service management. It will introduce students to the principles and concepts for the design, development and effective delivery of service management including service quality related to organisational capabilities and resources. This course provides insight into how strategies, people, processes, systems, technology, and service excellence can contribute to overall competitive service management in a coherent manner. The nature of service management, services as processes involving people, technology and infrastructure. The approach to efficiency and effectiveness in the delivery of services. Strategies for enhanced quality, innovation and growth of services in an increasingly competitive business environment.
Course learning outcomes
- Apply the principles and concepts for managing service-based operations in today's economy.
- Examine process, employee and customer orientations of service delivery.
- Evaluate the roles of people, technology and the servicescape as they relate to organisations.
- Effectively communicate the strategies for effective and efficient service delivery.
- Working autonomously and collaboratively in deriving service management solutions for organisations.
- Demonstrate Business Enterprise Skills in the context of the Logistics and Supply Chain Management discipline: i) Problem Solving (intermediate level); ii) Ethical Awareness (intermediate level); and iii) Written Communication (intermediate level).