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 

We currently expect that this module will next run from January 2026.

 

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.  

 

Further study

In addition to being available on a CPD basis, this module is part of our MSc Quality Management.

Our MSc Quality Management course addresses strategic quality and leadership issues focused on achieving customer satisfaction. It is suitable for those wishing to pursue a career in the industrial or service sector as a quality professional.

Modules available through the UWS CPD Centre include:

Also, you may wish to consider our ground-breaking Master’s in Professional Practice (MProf).

The provides a personal, tailored learning experience at postgraduate level, blending personal development with academic studies where you build your own programme of study.

For the first time, learners can choose modules from across a wide range of options offered by all four Schools at UWS, allowing you to create a bespoke curriculum, with support and guidance from programme staff.

This personalised approach ensures that each learner's unique needs are recognised, supported, and integrated into the qualification they receive.  There are options for you to achieve a Postgraduate certificate, a Postgraduate Diploma, or a full Masters qualification. 

The UWS CPD Centre can also support your first steps onto the MProf through the following module:

For further information regarding these postgraduate programmes, please contact ask@uws.ac.uk

For further information regarding any of the above modules, please contact cpd@uws.ac.uk

 

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