HANDBOOK - Wellington Institute of Technology

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COURSE TITLE:Course Number:Services ManagementBM7008Level: 7Credits: 15Co requisites:BM5001Learning Hours:Face-to-face tuition 45Self-directed with tutorial supportavailableOnlineDistance (not online)Resource based learning (notonline)Workplace learningSupervised work experienceSelf-directed (out of class without directtutorial support)Workplace projectTests and examinations 5Other(State)……………………………..100Total learning hours 150Aim(s):The enable students to understand the concept of service business, their uniquecharacteristics, and the management implications of these characteristics for theintegrative management of a service business.Topic(s) or summary of content:Service characteristicsServices and service delivery systemsOrganisation structure in service industriesCapacity and demand managementIntegrating services management
Customer rolesQuality issuesTopic 1:Service CharacteristicsLearning Outcome(s):Understand the nature of servicesAssessment criteria:1.1 Describe the unique characteristics of services1.2 Discuss the issues in synchronisation of demand and supply1.3 Explore the differences between marketing for products and marketing forservices.1.4 Identify current trends in services managementTopic 2:Customer relationship management (CRM)Learning Outcome(s):Understand the importance of strong customer relationship managementAssessment criteria:2.1 Evaluate frameworks for customer focused management2.2 Critique common CRM strategies2.3 Identify and discuss issues around the propensity to over promise.2.4 Explore customer roles in the service process2.5 Measure customer expectations versus perceptionTopic 3:Service qualityLearning Outcome(s):Discuss service qualityAssessment criteria:3.1 Evaluate approaches to management and measurement of service quality3.2 Develop a service recovery process3.3 Develop service standards3.4 Demonstrate knowledge of techniques for mapping service delivery
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PROGRAMMEHANDBOOKGraduate Diploma i
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School of Business and ITPROGRAMME
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CONTENTSHAERE MAI..................
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EXECUTIVE DEAN’S WELCOMEWelcome t
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TRIMESTER THREE - 2013TeachingPerio
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• provide a staircase to higher l
Page 13 and 14: More specific detail of structure a
Page 15 and 16: Specifically:Case Studies, Assignme
Page 17 and 18: Once your tutor has marked your ass
Page 19 and 20: As a student new to WelTec:In the f
Page 21 and 22: COURSE TITLE:Course Number:Business
Page 23 and 24: Topic 4:Business EconomicsLearning
Page 25 and 26: COURSE TITLE:Course Number:Business
Page 27 and 28: Topic 5:SegmentationLearning Outcom
Page 29 and 30: Aim(s):To provide required knowledg
Page 31 and 32: Assessment:Assessment Type Weightin
Page 33 and 34: Topic 1:Leadership OverviewLearning
Page 35 and 36: COURSE TITLE:Course Number:Employme
Page 37 and 38: Assessment criteria:4.1 Explain the
Page 39 and 40: COURSE TITLE:Course Number:Strategi
Page 41 and 42: Topic 4:EvaluationLearning Outcome(
Page 43 and 44: COURSE TITLE:Course Number:Advanced
Page 45 and 46: Topic 4:Employment and career dynam
Page 49 and 50: Topic 4:The 4 P’sLearning Outcome
Page 53 and 54: 3.4 Examine a range of policies and
Page 55 and 56: Topic 1:Financial EnvironmentLearni
Page 57 and 58: COURSE TITLE:Course Number:Global I
Page 59 and 60: 3.2 Discuss the management of HR re
Page 61 and 62: Leading changeMeasuring resultsComp
Page 63: Reporting Grades:Grade Key 3Success
Page 67 and 68: COURSE TITLE:Course Number:Contempo
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HANDBOOK - Wellington Institute of Technology

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