Service Quality

Description

The Service Quality module (QUAL11008) will equip the students with an overview of service quality including definitions, measuring service quality, managing capacity and demand, service design, customer satisfaction and complaints and continuous improvement.  

This module covers:

  • Components of service, service functions and service organisations including examples from accounting, personnel management, health care, leisure, tourism, hospitality, legal service etc.
  • Definitions of product and service quality, including consideration of the relationship therein.  Identification of the dimensions of quality in a variety of contexts.
  • The role of the customer, their needs, expectations and satisfaction within the service function.  The role of staff including performance and team working.
  • Applying conceptual models of service quality in a variety of contexts.  The nature of quality gaps and how to reduce them to achieve fitness for purpose.
  • Measurement techniques, qualitative and quantitative, within the service sector.  Tools for quality improvement.
  • Improvement of service quality through the application of techniques such as the PDCA cycle, Poka-Yoke and Kaizen.
  • The relationship between service quality, customer satisfaction and customer loyalty.

At the end of this module the student will be able to:

  • Critically analyse the nature of service quality
  • To develop critical skills in managing service quality for improvement
  • To critically evaluate the importance and implementation of service quality in various contexts

This is an SCQF Level 11 module and upon successful completion, participants will be awarded 20 credits.

 

Delivery 

This module will run for 12 weeks and be delivered every Wednesday 10am-1pm (2-hour lecture, 1-hour tutorial) at the Paisley campus.

Alternatively, there will be a Distance Learning evening option, running every 2 weeks online, usually 6-7.30pm - to be confirmed.

 

Course presenter

This module will be delivered by Dr Evi Viza.

 

Funding

This course may be available on a fully funded basis to some delegates.  Further details, including regarding eligibility, are available under Funding Support.

If you have any questions, please contact us at cpd@uws.ac.uk  

 

NOTE: This is a university module and upon approval of your application, you will be invited to register and then supported to complete enrolment. To enrol on the university system, the first step involves security set-up using the Microsoft Authenticator app; you will need to ensure that you have a compatible smartphone.

Further enrolment information is available at the Student Information Portal.

To access this module via the CPD route, individuals should be ordinarily resident in Scotland.  

 

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