Product Science and Expertise of Services Quality

Major: Business, Trade and Exchange Activities
Code of subject: 6.076.01.E.098
Credits: 5.00
Department: Ecological Politics and Environment Protection Management
Lecturer: Ph.D., prof. Yemchenko I.V.
Semester: 8 семестр
Mode of study: денна
Learning outcomes: As a result of studying the discipline, the student must be able to demonstrate the following learning outcomes (it is necessary to formulate 6 - 8 learning outcomes): - know the terminology of the basic concepts and categories in the field of service quality management; - know the features of service quality management at the enterprise level; - know the legal support of service quality management; - be able to identify factors that improve the quality of services and ensure its competitiveness; - have methods of analysis and apply in practice the principles, methods and rules of service quality management; - be able to take measures to organize work on the development and implementation of quality management systems; - quality management of services in accordance with the recommendations of international standards ISO 9000 series. The study of the discipline involves the formation and development of students' competencies: general: - ability to analyze and synthesize based on logical arguments and verified facts; - ability to learn and willingness to increase the level of their knowledge; - ability to work independently and make independent decisions; - ability to substantiate management decisions and the ability to ensure their competence; - ability to work with information, including in global computer networks; - ability to find and analyze information from different sources. - ability to carry out communication activities; - ability to work in a team and a team; - ability to form new ideas (creativity). professional: -ability to organize work in primary working groups in order to achieve the goals of the organization; - ability to prepare analytical reports, proposals, reports as a member of the working group; - ability to provide an appropriate level of performance of management products, services or processes; - ability to carry out information and analytical support of management processes with the use of modern information resources and technologies; - ability to develop tactical and operational plans for current activities; - ability to prepare draft management decisions; - ability to implement innovative technologies in the activities of the organization. - ability to conduct research activities, including analysis of problems, setting goals and objectives, choosing the method and methods of research, as well as assessing its quality The learning outcomes of this discipline detail the following program learning outcomes: - know the regulations and provisions of the legislation; - know the standards, principles and norms of activity in the field of entrepreneurship, trade and exchange activities; - know the technology of implementation of management decisions; - know modern information technologies, resources and databases; - know the standard methods of analysis and calculation of performance indicators of the organization; -know the methods of analysis and evaluation of development programs; - be able to apply quality control methods in the field of professional activity; - be able to summarize information, draw conclusions and formulate recommendations within their competence.
Required prior and related subjects: Theoretical foundations of commodity science Quality management Business ethics and negotiation rules
Summary of the subject: Designation of services in the national economy. Service as a specific product. Classification and systematization of services State regulation in the field of expertise and quality of services Evaluation of the quality of service provision Examination of the quality of services Expert evaluation of public services and services of financial institutions. Expert assessment of the quality of industrial consumption services. Expert assessment of the quality of personal consumption services.
Assessment methods and criteria: Current control (40%): performance of practical works and their defense (8%) 1 point for each work, control work and its defense (14%) test control (8%) 1 point for each work. Test and written control (60%): (test tasks (45%); written control (15%)).
Recommended books: 1. Bezrodna S.M. Quality Management: textbook. way. for students of economic specialties. Bezrodna C.M. Chernivtsi: PVKF "Technodruk", 2017, 174 p. 2. Service as an object of commodity science: organization and quality control. Tutorial. 2nd edition, corrected and supplemented - Odessa ONEU, rotaprint, 2015. - 414 р. 3. Panchenko M.O. Quality management. K. CUL. 2018, 228 p. 4. Trachenko L.A. Expertise of services: textbook / L.A. Trachenko. - Odessa: ONEU, 2017. - 243 p. 5. Theoretical and methodological aspects of quality management [text]: a textbook for students of technical specialties: in 2 parts. Second edition, with changes and additions / M.P. Kostyuchenko. - Kyiv: Condor Publishing House, 2019. Part I - 424 p.