GNU - MANAGEMENT OF SERVICES

MANAGEMENT OF SERVICES

Program Overview

Provides an integrated approach to the marketing of services, the management and design of service processes and the management of front-line staff.

Students develop an in-depth appreciation and understanding of the unique challenges inherent in profitably delivering service excellence. Students are also introduced to state-of-the-art service management thinking and current trends.

Learning Outcomes

Upon completion of the subject, students should be able to:

  • Discuss the essential features of services and link them to the principles of service management
  • Explain the interdependence of key elements from marketing, operations and human resources in service management
  • Outline the particular challenges inherent in delivering service excellence
  • Identify and apply specific tools to meet these challenges.