SMGT 416

Service Operations and Quality Management

Units: 1.5

Hours: 3-0-0

Formerly: HSM 416

Explores the key challenge in managing specific service processes and also considers quality management frameworks and principles. Topics to be examined are: defining and measuring service quality, quality economics and customer worth, designing and planning for service quality, QFD and the House of Quality, service capacity planning and waiting line management, service control and service quality improvement.


  • Credit will be granted for only one of SMGT 416, HSM 416.



Undergraduate course in Service Management offered by the Peter B. Gustavson School of Business.

Summer 2019 Fall 2019 Spring 2020

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

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