QLTY08020 2019 Service Quality
Full Title
Service Quality
Transcript Title
Service Quality
Code
QLTY08020
Attendance
N/A %
Subject Area
QLTY - Quality
Department
MEMA - Mech and Manufact Eng
Level
08 - NFQ Level 8
Credit
05 - 05 Credits
Duration
Semester
Fee
€
Start Term
2019 - Full Academic Year 2019-20
End Term
9999 - The End of Time
Author(s)
Noeleen Grant
Programme Membership
SG_EQLTY_K08 201900 Bachelor of Science (Honours) in Engineering in Quality Management and Technology (Add-on)
Description
This module introduces the concept of service quality. The role of services and the service perspective are considered. Service quality models and measurement systems are outlined including SERVQUAL, Gap analysis and E-S-QUAL. The service process and how to become a customer-focused organisation is investigated.
Learning Outcomes
On completion of this module the learner will/should be able to;
1.
Describe the characteristics of the service sector
2.
Appreciate the different management schools of service quality
3.
Identify the different quality factors and evaluate their impact on customer satisfaction
4.
Design a measurement system for service quality
5.
Apply the SERVQUAL and/or E-S-QUAL model
6.
Demonstrate an understanding of service quality culture and delivery
Indicative Syllabus
Introduction to Service Quality. The role of services. A customer perspective. The service perspective. The nature of services. Classification schemes.
Service Quality Models. Quality dimensions. Perceived service quality. Synthesised Quality Model. 4Q Model. Relationship Quality Model. The dynamics of expectations, tolerance and perceptions
Measuring and Managing Service Quality. Attribute based models. The shape of the quality function - satisfiers and dis-satisfiers. SERVQUAL. E-Service Quality. The Gap analysis approach. The service recovery process. Customer Satisfactaction
Customer Focused Organisations. Service Culture. The service package. The service process landscape.
Coursework & Assessment Breakdown
Coursework & Continuous Assessment
20 %
End of Semester / Year Formal Exam
80 %
Coursework Assessment
| Title | Type | Form | Percent | Week | Learning Outcomes Assessed | |
|---|---|---|---|---|---|---|
| 1 | Continuous Assessment | Coursework Assessment | Assignment | 20 % | OnGoing | 1,2,3,4,5,6 |
End of Semester / Year Assessment
| Title | Type | Form | Percent | Week | Learning Outcomes Assessed | |
|---|---|---|---|---|---|---|
| 1 | Final Exam 2 hour | Final Exam | Closed Book Exam | 80 % | End of Semester | 1,2,3,4,5,6 |
Full Time Mode Workload
| Type | Location | Description | Hours | Frequency | Avg Workload |
|---|---|---|---|---|---|
| Lecture | Flat Classroom | Lectures | 3 | Weekly | 3.00 |
| Tutorial | Flat Classroom | Group Work | 1 | Weekly | 1.00 |
Total Full Time Average Weekly Learner Contact Time 4.00 Hours
Part Time Mode Workload
| Type | Location | Description | Hours | Frequency | Avg Workload |
|---|---|---|---|---|---|
| Lecture | Not Specified | Lecture | 3 | Weekly | 3.00 |
| Tutorial | Not Specified | Group Work | 1 | Weekly | 1.00 |
Total Part Time Average Weekly Learner Contact Time 4.00 Hours
Required & Recommended Book List
Required Reading
Service Management and Marketing Wiley
Service Management and Marketing Wiley
Required Reading
2012 Service Operations Management Financial Times/Prentice Hall
ISBN 0273740482 ISBN-13 9780273740483
2012 Service Operations Management Financial Times/Prentice Hall
ISBN 0273740482 ISBN-13 9780273740483
This international market-leading book, aimed at both students and practising managers, provides a comprehensive and balanced introduction to service operations management. Building on the basic principles of operations management, the authors examine the operations decisions that managers face in controlling their resources and delivering services to their customers. Combining a unique practical approach with a detailed theoretical underpinning, the authors provide tools, frameworks and techniques for operational analysis and improvement and set operations management within the wider business context, bringing a valuable 'real world' perspective to this growing area. Each chapter includes definitions of key terms, real-world examples and case studies with exercises, questions to test both understanding and application together with recommended further reading and suggested web sites to deepen your knowledge. New features for this4th edition include: . A new 17 chapter structure . A practical focus on how to' deal with the key issues and challenges facing service operations managers . A new chapter on the customer experience . A new chapter on driving continuous improvement . A new chapter on learning from other operations . A new chapter on world-class service . Six new end of chapter case exercises . A new full-colour design "Service Operations Management" is an invaluable guide to students and managers confronting operational issues in service management, whether from a general management perspective or focused in specific sectors, such as tourism and leisure or business services. This book is ideal for undergraduates, postgraduates or executives wishing to gain a deeper understanding of managing service operations and improving service delivery."
Module Resources
Non ISBN Literary Resources