Services Management Course of BAcc at University of Malaya
Faculty of Business and Accountancy University of Malaya
Faculty : Business and Accountancy
Department : Marketing and Information Systems
Programme of Study : Bachelor of Business Administration
Bachelor of Accounting
Course Code : CBEB3304
Course Title : Services Management
Credit Hours : 3
Course Pre-requisite(s) /
Minimum Requirement(s) : None
Learning Outcomes : At the end of this course, students should be able to:
1. Appraise the nature and concept of services industry.
2. Evaluate customer logic in services industry.
3. Critique the roles of human resources in service organizations.
4. Illustrate operations management in service organizations.
5. Apply the knowledge of service management via integrated approach.
Synopsis of Course Contents : This course provides students with the knowledge of services nature,
concepts and the term of ‘servitization’. Students will evaluate customer
logics which include relationship marketing, promotion, pricing and the
management of service quality. Issues of human resources will be critiqued
in the areas of roles, competencies, collaboration, empowerment and
stress. Students will be illustrated with the operations management in
service organization such as service process design, capacity
management, facilities management, and IT development. They are also
required to apply an integrated approach of services management
knowledge in the areas of performance measurement system, the
management of innovation and internationalization.
Assessment : Continuous Assessment : 50%
Final Examination : 50%