Genesee Course Catalog

Official Course Information

Please select a Course Section from the List below or use the Search box on the right if you know the Title.

Business Administration Courses:

BUS216 - Assessing Service Quality
Credits: 3 Catalog Description: Examines the need and process for continuous improvement and assessment of quality and productivity within the organization. Focuses on the impact of crucial organizational issues including marketing, organizational strategy, supply chain management, operations, technology, and behavior management models. Illustrates yield management, data analysis and computer simulation models as strategic practices useful in today's global business environment. Prerequisite or concurrent registration in BUS101, BUS201, and ENG102 or equivalent. Lecture: 3 hrs. Student Performance Outcomes: Through the use of exams and written assignments, students who successfully complete the course will demonstrate the ability to: 1. Describe at least five key components that underscore the central role of the service sector in an economy. 2. Discuss the role of service managers with respect to innovation, social trends, and management challenges. 3. Classify a service into one of four categories using the service process matrix. 4. Describe, with at least two examples, how a service competes using the generic service strategies of overall cost leadership, differentiation, and focus. 5. Use the taxonomy of service processes to classify a service operation. 6. Describe how at least five of the elements of the service profit chain lead to revenue growth and profitability. 7. Describe and illustrate the five dimensions of service quality. 8. Use the service quality gap model to diagnose at least five quality problems for a service firm.* 9. Describe how the SERVQUAL survey instrument is used to measure gaps in a service firm's quality. 10. Use yield management to establish the inventory level of a perishable resource to reserve for customers who are willing to pay a premium.* 11. Discuss a minimum of four of the corporate programs available for quality improvement. 12. Describe and contrast at least three of the five global service strategies. * These course objectives have been identified as student learning outcomes that must be formally assessed as part of the College's Comprehensive Assessment Plan. All faculty teaching this course must collect the required data (see Assessing Student Learning Outcomes form) and submit the required analysis and documentation at the conclusion of the semester to the Office of Assessment and Special Projects Content Outline: Part I. Understanding Services 1. The Role of Services in an Economy 2. The Nature of Services 3. Service Strategy Part II. Designing the Service Enterprise 4. New Service Development 5. The Service Encounter 6. Service Quality 7. E-Service 8. Service Facility Location 9. The Supporting Facility Part III. Managing Service Operations 10. Managing Supply and Demand / Yield Management Analyst 11. Managing Waiting Lines 12. Managing Service Supply Relationships 13. Managing Facilitating Goods 14. Managing Projects Part IV. Toward World Class Service 15. Quality and Productivity Improvement 16. Growth and Globalization of Services Part V. Quantitative Models for Service Management 17. Forecasting Demand for Services 18. Queuing Models and Capacity Planning Grading: Written assignments Case studies Exams Semester paper and oral presentation Effective Term: Fall 2004

BUS216 - Assessing Service Quality

Credits: 3

Catalog Description: Examines the need and process for continuous improvement and assessment of quality and productivity within the organization. Focuses on the impact of crucial organizational issues including marketing, organizational strategy, supply chain management, operations, technology, and behavior management models. Illustrates yield management, data analysis and computer simulation models as strategic practices useful in today's global business environment. Prerequisite or concurrent registration in BUS101, BUS201, and ENG102 or equivalent.

Lecture: 3 hrs.

Student Performance Outcomes:
Through the use of exams and written assignments, students who successfully complete the course will demonstrate the ability to:

1. Describe at least five key components that underscore the central role of the service sector in an economy.

2. Discuss the role of service managers with respect to innovation, social trends, and management challenges.

3. Classify a service into one of four categories using the service process matrix.

4. Describe, with at least two examples, how a service competes using the generic service strategies of overall cost leadership, differentiation, and focus.

5. Use the taxonomy of service processes to classify a service operation.

6. Describe how at least five of the elements of the service profit chain lead to revenue growth and profitability.

7. Describe and illustrate the five dimensions of service quality.

8. Use the service quality gap model to diagnose at least five quality problems for a service firm.*

9. Describe how the SERVQUAL survey instrument is used to measure gaps in a service firm's quality.

10. Use yield management to establish the inventory level of a perishable resource to reserve for customers who are willing to pay a premium.*

11. Discuss a minimum of four of the corporate programs available for quality improvement.

12. Describe and contrast at least three of the five global service strategies.

* These course objectives have been identified as student learning outcomes that must be formally assessed as part of the College's Comprehensive Assessment Plan. All faculty teaching this course must collect the required data (see Assessing Student Learning Outcomes form) and submit the required analysis and documentation at the conclusion of the semester to the Office of Assessment and Special Projects

Content Outline:
Part I. Understanding Services
1. The Role of Services in an Economy
2. The Nature of Services
3. Service Strategy

Part II. Designing the Service Enterprise
4. New Service Development
5. The Service Encounter
6. Service Quality
7. E-Service
8. Service Facility Location
9. The Supporting Facility

Part III. Managing Service Operations
10. Managing Supply and Demand / Yield Management Analyst
11. Managing Waiting Lines
12. Managing Service Supply Relationships
13. Managing Facilitating Goods
14. Managing Projects

Part IV. Toward World Class Service
15. Quality and Productivity Improvement
16. Growth and Globalization of Services

Part V. Quantitative Models for Service Management
17. Forecasting Demand for Services
18. Queuing Models and Capacity Planning

Grading:
Written assignments
Case studies
Exams
Semester paper and oral presentation

Effective Term: Fall 2004