Service Management (SMGT) Courses>Service Operations and Quality Management

SMGT416 - Service Operations and Quality Management

Description

Explores the key challenge in managing specific service processes and also considers quality management frameworks and principles. Topics to be examined are: defining and measuring service quality, quality economics and customer worth, designing and planning for service quality, QFD and the House of Quality, service capacity planning and waiting line management, service control and service quality improvement.

Units

1.5

Hours: lecture-lab-tutorial

3-0-0

Formerly

HSM 416

Note(s)

  • Credit will be granted for only one of SMGT 416, HSM 416.

Prerequisites

  • Complete all of:
    • COM315 - Financial Accounting (1.5)
    • COM316 - Management Accounting (1.5)
    • COM321 - Leading People and Organizations I (1.5)
    • COM322 - Leading People and Organizations II (1.5)
    • COM331 - Introduction to Management Information Systems (1.5)
    • COM341 - Operations Management (1.5)
    • COM351 - Marketing Principles and Management (1.5)
    • COM361 - International Business (1.5)
    • COM362 - Business and Sustainability (1.5)
    • COM371 - Management Finance (1.5)
  • or permission of the school.

Corequisites

  • Concurrently enrolled in:
    • SMGT415 - Customer Experience Management (1.5)
    • SMGT417 - Service Human Resource Management (1.5)

Course offered by

Peter B. Gustavson School of Business

Course schedules

Summer timetable available: February 15. Fall and Spring timetables available: May 15.

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