Quality Management & Customer Service

Subject Code:

MGT330

Subject Aim:

In general terms, the aim of the subject is to expose students to:

  • The concept of quality in manufacturing and services and how it can be defined
  • The importance of fluctuations in demand on how these influence the capacity of organisations to deliver quality
  • The notion of supply chain and how its performance affects the quality delivered by organisations
  • Basic mathematical and statistical concepts used to measure, monitor, control and improve quality in a wide variety of contexts

Learning Outcomes:

  • Applying basic mathematical and statistical concepts to measure, monitor, control and improve quality in a wide variety of contexts
  • Understand the concept of quality in the supply chain. Apply strategies used in addressing quality issues in all forms of service organisations
  • Identify and describe problems or sources of poor quality and performance. Create a proposal for effective quality management through each phase of the process
  • Understand Quality Control and Assurance and standard Quality Management Systems
  • Apply the theories and tools learned in the course to recommend operational improvements for an organisation to better serve its customers
  • Evaluate how organisations can harness existing internal and external resources to improve their quality delivery and help them design and assure quality

Student Assessment: