Presents methods, techniques, programs and strategies to implement and maintain quality in the service sector. The students will learn to identify customer expectations and design unique characteristics for service delivery systems that achieve customer satisfaction and overall improvement of processes. Video presentations, case studies and mini-projects will help students develop solutions to service quality problems. Recommended for individuals who want to advance in their careers or are currently working in banking, health care services, the hospitality industry, public utilities, personal services, government, food services, retail trade, etc. No prerequisites.
OPMT 1107 is offered as a part of the following programs:
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