MBA 512

Quality Management and Service Operations

Units: 0.5-1.5

Focuses on managing and improving service firms across industries, including: financial services, health care, hospitality, retail and professional service firms. 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, service innovation and technology, and sustainable and socially responsible practices in services.


  • Not open to students with credit in the Service Management Specialization courses previously offered under MBA 595.
  • The unit value of a course section will be specified according to the program in which it is delivered.



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

Summer 2019 Fall 2019 Spring 2020

Summer timetable available: February 15. Fall and Spring timetables available: May 15.

Before these dates the class schedule will show "No classes were found that meet your search criteria". If this message is shown after these dates, the course is not scheduled for the selected term.