Exploring term Fall 2023 Change

    SMGT416

    Service Operations and Quality Management

    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.

    Lecture: 3h
    Lab: 0h
    Tutorial: 0h
    Credits: 1.5