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| Course Number: | MGMT 630 |
| Day and Time | Tuesdays 6:30-9:00PM |
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| Instructor: | Professor José-Luis Guerrero-Cusumano |
| Office: | Old North 203 |
| Office Hours: |
Mondays and Tuesdays 5:30-6:30PM and by appointment. |
| E mail: | guerrerj@msb.edu |
| Telephone: | 202-687-4338 |
Introduction:
The service sector has seen rapid growth since World War II as many nations shift from a manufacturing -based economy to a service economy. A major stimulus in this shift was the movement to an information age spurred by the invention of the computer and advancement in telecommunications.
Industrialized nations use the gross national product (GDP) as a measure of output. In recent years the total American GDP was over $6.62 trillion, of which services accounted for over 53.2%. In terms of jobs, services account for over 71% of total employment. Employment in the United States is expected to increase between now and the year 2005 by over 20 millions jobs, of which the service sector will furnish 91% of this growth. More than 25% of the growth in the service sector will come from two industries: health services and business services.
Many people are concerned that the level of service quality has been declining over the past two decades. They feel service employees are too busy, underpaid, undertrained and undermotivated to provide a good service. One of the causes is that globalization of the economy has forced businesses to compete on an international level and has caused firms to downsize and cut services to keep prices from rising. Deregulation has contributed to these job cutbacks. But perhaps one of the most important reasons for the declining service quality is the short-term goal orientation of service firms. To generate immediate profits, firms looked for ways to gain efficiencies in their operations. Standardizing operations, pushing employees to increase their productivity, and downsizing were favorites approaches. As a result, personal services to customers took second place to generating profits.
When discussing the concept of service quality, it is generally accepted that there are three underlying principles should be kept in mind:
The intention of this course is to provide quantitative tools to observe, measure and improve quality in service operations.
Reference Materials for This Class
I) Materials Required:
Course Packet for MGMT-603-10-11
PowerPoint Lecture Notes
II) Computer notes located at the following directory
s:\guerrero\
The following information is already in place:
1) The Syllabus
2) PowerPoint Presentations
Textbooks Recommended:
CASES:
The following cases are part of your general grade for the class:
| Name of the Case: | Classification | Your Work | Industry Type |
| Consumer Reports' Quality Rating and Pricing | EXERCISE-CASE | Individual work | General |
| Branch Performance at Nashville National Bank, by R. Metters OR A research paper in a suggested area |
CASE Research paper |
Group Work Group Work |
Service Service |
| Quality Function Deployment in the Automobile Industry | EXERCISE-CASE | Individual work | Manufacturing |
| Quality in Practice: Leadership and the ISO 9000 at Rubbermaid | EXERCISE-CASE | Individual work | General |
| Florida Power Light Quality Improvement (Q1) Story Exercise (A) | CASE | Group Work | Service |
| A Measure of Delight: The Pursuit of Quality at AT&T Universal Card Services (A) | CASE | Group Work | Service |
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Note: Instead of solving the case "Branch Performance at Nashville National Bank, by R. Metters", you can replace it by a research paper in the following areas: 1) How to measure Productivity and Efficiency in the Banking Industry The final case report should have:
GRADES DIVISIONS:
Tentative Schedule of Classes
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