Exploring term Fall 2023 Change
- ACAN: Arts of Canada
- ADMN: Public Administration
- AE: Art Education
- AGEI: Ageing
- AHVS: Art History and Visual Studies
- ANTH: Anthropology
- ART: Visual Arts
- ARTS: Arts
- ASL: American Sign Language
- ASTR: Astronomy
- ATWP: Academic and Technical Writing Program
- BCMB: Biochemistry and Microbiology
- BIOC: Biochemistry
- BIOL: Biology
- BME: Biomedical Engineering
- CE: Community Engagement
- CHEM: Chemistry
- CIVE: Civil Engineering
- COM: Commerce
- CS: Canadian Studies
- CSC: Computer Science
- CW: Creative Writing (En'owkin Centre)
- CYC: Child and Youth Care
- DHUM: Digital Humanities
- DSST: Disability Studies (DSS)
- ECE: Electrical and Computer Engineering
- ECON: Economics
- ED-D: Educational Psychology and Leadership Studies
- ED-P: Curriculum and Instruction Studies
- EDCI: Curriculum and Instruction Studies
- EDUC: Education
- ENGR: Engineering
- ENSH: English
- ENT: Entrepreneurship
- EOS: Earth and Ocean Sciences
- EPHE: Exercise Science, Physical and Health Education
- ER: Environmental Restoration
- ES: Environmental Studies
- EUS: European Studies
- FA: Fine Arts
- FRAN: French and Francophone Studies
- GDS: Global Development Studies
- GEOG: Geography
- GMST: Germanic Studies
- GNDR: Gender Studies
- GREE: Greek
- GRS: Greek and Roman Studies
- HDCC: Human Dimensions of Climate Change
- HINF: Health Information Science
- HLTH: Health
- HS: Health and Society
- HSD: Human and Social Development
- HSTR: History
- HUMA: Humanities
- IB: International Business
- ICDG: Indigenous Community Development and Governance
- IED: Indigenous Education
- IGOV: Indigenous Governance
- INGH: Indigenous Health Studies
- INTS: International Health Studies
- IS: Indigenous Studies
- ISP: Intercultural Studies and Practice
- ITAL: Italian
- LAS: Latin American Studies
- LATI: Latin
- LAW: Law
- LING: Linguistics
- MATH: Mathematics
- MDIA: Media Studies
- MECH: Mechanical Engineering
- MEDI: Medieval Studies
- MEDS: Medical Science
- MICR: Microbiology
- MRNE: Marine Science
- MUS: Music
- NURS: Nursing
- PAAS: Pacific and Asian Studies
- PHIL: Philosophy
- PHYS: Physics
- POLI: Political Science
- PORT: Portuguese
- PSYC: Psychology
- RCS: Religion, Culture and Society
- SCIE: Science
- SENG: Software Engineering
- SJS: Social Justice Studies
- SLST: Slavic Studies
- SMGT: Service Management
- SOCI: Sociology
- SOCW: Social Work
- SOSC: Social Science
- SPAN: Spanish
- STAT: Statistics
- TCA: Transformative Climate Action
- THEA: Theatre
- TS: Technology and Society
- VIRS: Visiting International Research Studies
- VKUR: Valerie Kuehne Undergraduate Research Award
- WRIT: Writing
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