Course overview
The aim of the course is to develop an understanding of service management, and introduce the principles and concepts for the design, development and effective delivery of service management, including service quality related to organisational capabilities and resources, while providing insight into how strategies, people, processes, systems, technology, and service excellence can contribute to overall competitive service management coherently. Services touch the lives of every person each day. In many ways, our welfare and the welfare of our economy are now based on services. Services are processes that require an integrated and concerted approach that includes the operational service delivery system, employees, employers, customers, suppliers and other stakeholders involved. Students are assessed through contributions and an essay.
- Framing Services
- Delivering Services
- Improving Services
Course learning outcomes
- Apply the principles and concepts for managing service-based operations in today's economy with readings and class activities around the topics by completing the core requirements of this CLO in contributions and an essay
- Examine process, employee and customer orientations of service delivery with readings and class activities around the topics by completing the core requirements of this CLO in contributions and an essay
- Evaluate the roles of people, technology and the servicescape as they relate to organisations with readings and class activities around the topics by completing the core requirements of this CLO in contributions and an essay
- Effectively communicate the strategies for effective and efficient service delivery with readings and class activities around the topics by completing the core requirements of this CLO in contributions and an essay
- Working autonomously and collaboratively in deriving service management solutions for organisations with readings and class activities around the topics by completing the core requirements of this CLO in contributions and an essay
- Demonstrate skills in problem solving, ethical awareness and written communication with readings and class activities around the topics by completing the core requirements of this CLO in contributions and an essay