Service Quality Design & Management

1. Introduction to Service Quality
   • An overview of service quality and its importance in different industries
   • Understanding the dimensions of service quality
   • The benefits of providing excellent service
   • Challenges and barriers to delivering high-quality service
2. Customer Expectations and Perceptions
   • Understanding customer expectations and how they impact service quality
   • Identifying the gaps between customer expectations and actual service delivery
   • Tools and techniques for measuring customer perceptions
   • Strategies for managing customer expectations and perceptions
3. Service Design and Process Improvement
   • Designing service processes that meet customer expectations
   • Tools and methodologies for service process improvement
   • Incorporating customer feedback and continuous improvement
   • Managing service encounters and moments of truth
4. Service Recovery and Complaint Handling
   • Strategies for effectively handling customer complaints and service failures
   • Steps in the service recovery process
   • Empowering employees to resolve customer complaints
   • Building customer loyalty through service recovery
5. Employee Engagement and Service Excellence
   • The importance of employee engagement in delivering high-quality service
   • Recruitment and training strategies for service-oriented employees
   • Employee empowerment and ownership in service delivery
   • Motivating and rewarding employees for service excellence
6. Service Culture and Organizational Alignment
   • Creating a service-oriented culture within an organization
   • Aligning organizational systems and processes with service quality goals
   • Leadership’s role in fostering a culture of service excellence
   • Building a customer-centric organization
7. Technology and Service Quality
   • The role of technology in enhancing service quality and customer experience
   • Utilizing customer relationship management systems
   • Implementing self-service technologies and automation
   • Managing the balance between technology and personalized service
8. Measuring and Monitoring Service Quality
   • Key performance indicators for measuring service quality
   • Feedback mechanisms and customer satisfaction surveys
   • Using data analytics to track and improve service quality
   • Creating a service scorecard and performance dashboard
9. Service Innovations and Trends
   • Trends and innovations shaping the future of service quality
   • Emerging technologies and their impact on service delivery
   • Incorporating sustainability and social responsibility in service design
   • Adapting to changing customer expectations in the digital age
10. Service Quality in Different Industries
    • Examining service quality in industries such as hospitality, healthcare, retail, and airlines
    • Understanding industry-specific challenges and best practices
    • Case studies highlighting successful service quality initiatives
    • Applying service quality principles in a variety of organizational contexts

Course Delivery and Assessment (depending on the online or offline format):

• Lectures: In-class or online lectures to introduce key concepts and theories
• Case Studies and Group Discussions: Analyzing real-life scenarios and applying service quality principles
• Guest Speakers: Inviting industry professionals to share their experiences and insights
• Service Audits: Conducting service audits and evaluating service quality in real-world settings
• Readings and Reflections: Assigned readings and reflections on service quality topics
• Assignments: Individual and group assignments to develop service improvement plans and analyze service failures
• Assessments: Quizzes, exams, and presentations to evaluate students’ understanding and application of key concepts and theories

Course Resources (ask if more resources are needed that are not listed online):

• Textbook: Recommended textbook on service quality design and management principles and practices
• Online Resources: Access to articles, research papers, and case studies related to service quality
• Service Design Tools: Access to tools and templates for service design and process improvement
• Industry Databases: Access to industry-specific databases for research and analysis in service quality management

By the end of the course, students will have a comprehensive understanding of service quality design and management principles and practices. They will possess the skills and knowledge necessary to evaluate and enhance service quality in various industries. Students will also develop critical thinking and problem-solving skills through the analysis of real-world scenarios and case studies. These skills will prepare students for careers in service management, customer experience consulting, quality assurance, and organizational leadership roles focused on service excellence.