Course Title: Service Quality Management
Part A: Course Overview
Course Title: Service Quality Management
Credit Points: 12.00
Terms
Course Code |
Campus |
Career |
School |
Learning Mode |
Teaching Period(s) |
BUSM4569 |
RMIT University Vietnam |
Undergraduate |
830H School of Business and Management |
Face-to-Face |
Viet2 2019, Viet1 2020, Viet3 2020, Viet2 2021, Viet1 2022, Viet3 2022, Viet2 2023, Viet1 2024 |
BUSM4569 |
RMIT University Vietnam |
Undergraduate |
830H School of Business and Management |
Internet |
Viet2 2018 |
BUSM4644 |
RMIT Vietnam Hanoi Campus |
Undergraduate |
830H School of Business and Management |
Face-to-Face |
Viet2 2020, Viet1 2021, Viet3 2021, Viet2 2022, Viet1 2023, Viet3 2023 |
Course Coordinator: Nuno Ribeiro
Course Coordinator Phone: (84-28) 3776 1300
Course Coordinator Email: nuno.ribeiro@rmit.edu.vn
Course Coordinator Location: Saigon Campus
Course Coordinator Availability: Monday to Friday (or by email appointment)
Pre-requisite Courses and Assumed Knowledge and Capabilities
None
Course Description
This course will incorporate a WIL experience in which knowledge and skills is applied to a real or simulated work based environment. This course is designed to enable you to evaluate and set quality service standards for clients. You will understand the meaning and importance of quality, value of the customer service quality, quality Mgt process and their impact on organisations. The course will also include the mechanisms of service excellence through benchmarking and total quality Mgt principles.
Objectives/Learning Outcomes/Capability Development
-
On completion of this course you should be able to:
- CLO1 - Describe the value of the operations and quality Mgt concepts and models;
- CLO2 - Evaluate the quality Mgt procedures in the tourism and hospitality industry by applying various theoretical concepts and models;
- CLO3 - Develop decision‐making skills by analysing various case studies related to operations and quality Mgt within the service industry;
- CLO4 - Apply basic TQM and outcome assessment principles in the analysis of a service delivery system; and
- CLO5 – Explore leadership theories/concepts and apply them to setting quality service standard.
Map each CLO against one or more PLOs
|
CLO1 |
CLO2 |
CLO3 |
CLO4 |
CLO5 |
PLO1 |
X |
X |
X |
X |
|
PLO2 |
|
|
X |
X |
|
PLO3 |
|
|
|
|
X |
PLO4 |
|
|
|
|
|
PLO5 |
|
|
|
X |
|
PLO6 |
|
|
|
|
X |
PLO7 |
|
|
|
|
|
PLO8 |
|
X |
X |
|
|
Please note: Undergraduate Collective PLOs in the table below. Not all PLOs are achieved in a single course.
PLO1 |
Analyse how globalisation impacted the historical development of the tourism and hospitality industry. |
PLO2 |
Apply analytical and quantitative skills to formulate business decisions related to the tourism and hospitality industry. |
PLO3 |
Evaluate and Apply leadership theory and practices to diverse scenarios in the tourism and hospitality industry. |
PLO4 |
Demonstrate reasoned judgement in the evaluation of ethical business practices in the tourism and hospitality industry. |
PLO5 |
Reflect on performance Mgt systems to identify and action strategies for the Mgt of people within the tourism and hospitality industry. |
PLO6 |
Communicate clearly and persuasively to negotiate, consult, and engage with clients, employees and other stakeholders within the tourism and hospitality industry |
PLO7 |
Formulate innovative options and recommendations for sustainable business practices within the tourism and hospitality industry. |
PLO8 |
Critically evaluate and apply risk Mgt strategies, including counter terrorism strategies, within the international tourism and hospitality industry. |
Overview of Learning Activities
Learning activities will involve lectures and class discussions, case studies, group projects, and student presentations. You will have the opportunity to participate in work integrated learning assessments and site visits aiming at enhancing your learning experiences associated with the course.
Overview of Learning Resources
As an enrolled student of RMIT University you will be provided with access via the internet to the RMIT Library databases and online facilities. If you require assistance with the RMIT library facilities the first person to contact is the Business Liaison Librarian for this school. Contact details for Business Liaison Librarians are located online on the RMIT library website.
Additional industry-based resources may be available to you depending on the nature of your placement.
Overview of Assessment
Assessment Tasks
Assessment Tasks |
Weighting |
Linked Learning Outcomes |
Assessment Task 1 |
20% |
1, 2 |
Assessment Task 2 |
30% |
2, 3, 4 |
Assessment Task 3 |
50% |
1, 2, 3, 4, 5, 6 |