MBA 512

Quality Management and Service Operations

Units: 1.5

Intended for students who are interested in managing and improving service firms across many industries, including: financial services, health care, hospitality, retail and professional service firms. The course addresses the distinct needs and problems of service organizations in the areas of operations and quality management. A core theme is a quality management approach to providing service excellence. Topics include: service strategy, service design, service quality; process improvement, service capacity management, and service innovation and technology.

Note: Not open to students with credit in the Service Management module courses previously offered under MBA 595.

Corequisites: Part of the Service Management Module and must be taken concurrently with 511 and 513.

Graduate course in the Master of Business Administration program administered by the Faculty of Graduate Studies.