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May 04, 2024
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2022-2023 Catalog [ARCHIVED CATALOG]
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BOAT 130 - Quality and Customer Service
PROGRAM: Business Operations, Applications, and Technology
CREDIT HOURS MIN: 3
LECTURE HOURS MIN: 3
DATE OF LAST REVISION: Fall, 2019
Examines and addresses issues of quality and customer service faced by organizations. Explores evolving philosophies, definition, development, and application. Includes examination of current applications in administration.
MAJOR COURSE LEARNING OBJECTIVES: Upon successful completion of this course, the student will be expected to:
- Discuss the history of current quality concepts and their importance to administrators.
- Explain definitions and terminology used in customer service and quality.
- Demonstrate a basic understanding of principles guiding quality and productivity.
- Define who the customer is and be able to recognize the different types (direct, indirect, external, internal).
- Communicate and effectively discuss current concepts in the customer service field.
- Describe and illustrate the underlying concepts of good customer relations.
- Identify and demonstrate understanding of current philosophies in quality and customer service.
- Analyze specific quality and customer service problems and provide solutions based upon sound business principles.
- Discuss how an organization’s quality and customer service decisions may impact the business as a whole.
COURSE CONTENT: Topical areas of study include -
- Customer types
- History of quality concepts
- Importance of quality
- Communicate
- Terminology
- Customer relations
- Principles
- Philosophies in quality
- Productivity
- Customer service
- Business principles
Course Addendum - Syllabus (Click to expand)
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