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This is a Level 3 Information Systems (IS) course that introduces students to the key concepts in managing service operations and quality management. This course emphasises the use of data analytics to study service quality management and will teach skills and tools such as Statistical Quality Control, Six-Sigma, and Lean Operations, which are valuable for service process quality control. In lectures, students will learn the "state of the art" of process management of service firms and the opportunities provided by information technology and data analytics in enhancing their competitiveness. Students will be engaged in simulations, where they can apply the concepts learnt in the class to real-world settings and learn how to manage process variabilities and quality control. In a project which involves conducting a walk-through-audit to a real company of the students’ choice, they will learn how to implement a service business to meet customer satisfaction.

The service sector is the fastest-growing sector of the economy in Australia, which represents about 70% of Australia's gross domestic product and provides significant employment opportunities to Australians. To maintain Australia's position as a leading world-class provider of services, it is important for all employees in service and the public sector to understand the concepts and tools used to design and operate processes that will deliver a high quality of services.


UNSW Business School

Study Level


Offering Terms

Term 2



Indicative contact hours


Course Outline

To access course outline, please visit:


Pre-2019 Handbook Editions

Access past handbook editions (2018 and prior)

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