QLTY07008 2009 Service Quality
Full Title
Service Quality
Transcript Title
Service Quality
Code
QLTY07008
Attendance
N/A %
Subject Area
QLTY - Quality
Department
MENG - Mech. and Electronic Eng.
Level
07 - Level 7
Credit
05 - 05 Credits
Duration
Semester
Fee
€
Start Term
2009 - Full Academic Year 2009-10
End Term
9999 - The End of Time
Author(s)
Noeleen Grant
Programme Membership
SG_EQUAL_J07 200900 Bachelor of Science in Quality
SG_EQUAL_B07 200900 Bachelor of Science in Quality Engineering
Description
Learning Outcomes
On completion of this module the learner will/should be able to;
1.
Explain the characteristics of the service sector
2.
Identify and use measurable determinants of service quality
3.
Illustrate the 14 key test of customer service
4.
Describe how customer information and feedback can be used
5.
Apply the SERQUAL model
6.
Describe customer satisfaction models
7.
Analyse case studies
Indicative Syllabus
- Introduction. What is a service? The differences between good and services. The scope of service functions and industries. The integration between products and services. {2}
- Determinants for service quality and their measurement. Measureable characteristics, observable effects and conditions, observable behaviour traits and attitudes. {8}
- Customer Service. The key tests of customer service. Moments of truth. {4}
- Customer Satisfaction Models. Cognitive components and the role of emotions{4}
- Customer Feedback. Customer complaints, customer retention, customer loyalty. {2}
- The SERQUAL Model. Scoring performance and measuring the gaps. {8}
- Other Models. Quality Function Deployment, control charts and other quantitative measures. {4}
- Quality Case Studies. {32}
Indicative Practicals/Projects
- Design a questionnaire based on the determinants of service quality.
- Moments of Truth Case Study
- The Retail sector as a service.
- Application of the SERQUAL Model
- Utilising the Quality Function Deployment tool.
- TQM in the service sector
- SPC in a service setting.
- Customer service improvement
Coursework & Assessment Breakdown
Coursework & Continuous Assessment
30 %
End of Semester / Year Formal Exam
70 %
Coursework Assessment
| Title | Type | Form | Percent | Week | Learning Outcomes Assessed | |
|---|---|---|---|---|---|---|
| 1 | Continuous Assessment Case Studies | Coursework Assessment | UNKNOWN | 30 % | OnGoing | 1,2,3,4,5,6,7 |
End of Semester / Year Assessment
| Title | Type | Form | Percent | Week | Learning Outcomes Assessed | |
|---|---|---|---|---|---|---|
| 1 | Final Exam Final Exam | Final Exam | UNKNOWN | 70 % | End of Year | 1,2,3,4,5,6,7 |
Part Time Mode Workload
| Type | Location | Description | Hours | Frequency | Avg Workload |
|---|---|---|---|---|---|
| Lecture | Distance Learning Suite | Theory | 2 | Weekly | 2.00 |
| Tutorial | Distance Learning Suite | Case Studies | 2 | Weekly | 2.00 |
Total Part Time Average Weekly Learner Contact Time 4.00 Hours
Module Resources
Non ISBN Literary Resources
|
Authors |
Title |
Publishers |
Year |
|
Mohanty, R.P. and Lake, R.R |
TQM in the Service Sector |
Jaico |
2005 |
|
Schneider, D and White, S |
Service Quality: Research Perspectives |
MCB |
Bi-monthly |
|
Berry, L |
Great Service: A framework for Action |
The Free Press |
1995 |
|
P. Murley (Editor) |
Gower Handbook of Customer service |
Gower |
1997 |
Other Resources
None