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

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

Course Coordinator: Earney F. Lasten

Course Coordinator Phone: (84-28) 3776 1300

Course Coordinator Email: earney.lasten@rmit.edu.vn


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