Service Quality

Subject 220-251 (2008)

Note: This is an archived Handbook entry from 2008.Search for this in the current handbookSearch for this in the current handbook

Credit Points: 12.500
Level: Undergraduate
Dates & Locations:

This subject has the following teaching availabilities in 2008:

Semester 1, - Taught on campus.
Pre-teaching Period Start not applicable
Teaching Period not applicable
Assessment Period End not applicable
Last date to Self-Enrol not applicable
Census Date not applicable
Last date to Withdraw without fail not applicable


Timetable can be viewed here. For information about these dates, click here.
Time Commitment: Contact Hours: Twenty-four hours of lectures and 24 hours of practicals
Total Time Commitment: Not available
Prerequisites: None
Corequisites: None
Recommended Background Knowledge: None
Non Allowed Subjects: None
Core Participation Requirements:

For the purposes of considering request for Reasonable Adjustments under the Disability Standards for Education (Cwth 2005), and Student Support and Engagement Policy, academic requirements for this subject are articulated in the Subject Overview, Learning Outcomes, Assessment and Generic Skills sections of this entry.

It is University policy to take all reasonable steps to minimise the impact of disability upon academic study, and reasonable adjustments will be made to enhance a student's participation in the University's programs. Students who feel their disability may impact on meeting the requirements of this subject are encouraged to discuss this matter with a Faculty Student Adviser and Student Equity and Disability Support: http://services.unimelb.edu.au/disability

Coordinator

Mr Philip Blackwell
Subject Overview:

This subject introduces participants to concepts and skills required to implement quality service. The course is designed to be an introduction to service quality, so therefore each topic covers important information, but is not exhaustive in its coverage. The course provides practical application of the knowledge and skills being learnt through a workshop (when offered), activities at the end of each learning objective and an assignment designed around practical use of the skills.

On completion of this subject, students should be able to:

  • define service quality concepts and definitions - including the concepts of service quality gaps and zone of tolerance then relate them to situations that commonly occur in business;

  • explain service quality plans and choosing priorities - components of a successful service quality plan, selecting strategic priorities and describe how this plan links to a business plan;

  • understand customer feedback - how, what and why we seek to learn from customers' perceptions; and

  • explain service quality standards, measurement and process improvement; service encounters - managing the customer interface.
Assessment: Two written projects of up to 2000 words each (50% each).
Prescribed Texts: None
Recommended Texts:

Information Not Available
Breadth Options: This subject is a level 2 or level 3 subject and is not available to new generation degree students as a breadth option in 2008.
This subject or an equivalent will be available as breadth in the future.
Breadth subjects are currently being developed and these existing subject details can be used as guide to the type of options that might be available.
2009 subjects to be offered as breadth will be finalised before re-enrolment for 2009 starts in early October.
Fees Information: Subject EFTSL, Level, Discipline & Census Date
Generic Skills:

Information Not Available
Related Course(s): Associate Degree in Wood Products Management

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