Course overview
This course is designed to enable students to understand the nature of services and service management, service concepts and the design of service delivery systems, the role of technology in services, the role of facilities management in designing the service experience, managing demand and capacity in services, service quality and performance systems, innovation strategies for services and globalisation of services.
- Framing Services
- Delivering Services
- Improving Services
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.
- Work autonomously and collaboratively in deriving service management solutions for organisations.
- Demonstrate skills in problem solving, ethical awareness and written communication.
Degree list
The following degrees include this course