Quality Management and Customer Care

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Course Code: 
TOU 3109
Course Credit Units: 
Semester 1
Year of Study: 
Year 3
Undergraduate or Graduate Level: 
Undergraduate Level
Academic Programs: 
Course Discipline: 
Course Description & Objectives: 
  1. Overview of quality management and customer care.
  2. Trends in total quality management (TQM),
  3. Contributions of TQM in improving all aspects of operations performance,
  4. The relationship between profitability, productivity and quality, Quality improvement within TQM,
  5. Steps involved when planning and controlling quality,
  6. Approaches and techniques which can be adopted in order to improve and evaluate operations, Formulation of TQM framework of services.
  7. Consumer behavior, clients/customer analysis.
  8. Communication and clientele handling.
  9. Customer winning and retention techniques.
  10. Listening to customer (procedures, techniques and practice).
  11. Front office management.
File Attachments:
Microsoft Office document icon TOU 3109.doc23 KB
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