Module Directory

 

Module Description

 
 
Module Name
Module Code
Lecture Hrs
Practical Hrs
Credits
Quality Management
MGT2074(3)
3
0
3

Description
Quality definitions and history. Total Quality Management. Business Excellence Model – MBNQA. Quality Standards: ISO 9000. Organising for TQM. Quality Planning and Error Prevention. Introduction to Services. Unique characteristics of services. Quality Leadership. Frontline Service Personnel: source of customer loyalty and competitive advantage. Complaints management. Improving service quality and productivity. Benchmarking. Moments of truth. Measuring customer satisfaction and service recovery, measuring service quality: SERVQUAL.
Faculty Department
FACULTY OF LAW AND MANAGEMENT Department of Management
Contact Details
Administrative assistant: TASLIMA BOODHUN-JHUMKA
Telephone: 4037400
Email: t.boodhun@uom.ac.mu
 

 

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