Teaching Plan of ISE468 Managing Service Quality 2013/2014 Semester 1

Date Content Fundamentals of Service Quality 1 2 04/09 11/09 Overview. Characteristics of service work. Strategic importance of service quality. Customer Service: External customers. Internal customers. Customer needs. Customer expectations. (Distribution: group readings & individual assignment) Strategy: Customer service model. Strategy. Customer experience strategy. System: Definition of systems. Customer service systems. System improvements. People: Frontline employees role. Employee satisfaction and customer satisfaction. Performance: Exceptional performance. Positive and negative attitudes and mind-sets. Management of Service Quality 7 8 9 10 11 16/10 23/10 30/10 06/11 13/11 Operation: Managing variability. Operational procedure. Measurement: Conceptualization. Measurement of service. Survey development. Service climate: Climate for service. Creating a service climate. Teams and empowerment: Team and quality. Training. Rewards. Empowerment. Conflict resolution: Dealing with difficult people. Managing negative thinking. Problem solving Recovery from service breakdown. Resolution Total quality service. Continuous improvement. Project management. Innovation services Submission of Individual Assignments. Revision Examination Group 5 Presentation Group 6 Presentation Group 7 Presentation Group 8 Presentation Quiz Dr. Michael YH Li Group 4 Presentation Dr. Michael YH Li Dr. Albert Tsang Dr. Michael YH Li Dr. Michael YH Li Dr. Michael YH Li Group 1 Presentation Group 2 Presentation Group 3 Presentation Group Formation Dr. Michael YH Li Dr. Michael YH Li Dr. Michael YH Li Dr. Michael YH Li Dr. Albert Tsang Dr. Michael YH Li Tutorial Lecturer

3 4 5 6

18/09 25/09 02/10 09/10

12 13

20/11 27/11

Dr. Michael YH Li Dr. Michael YH Li

14

04/12 TBA

4 September 2013