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2019/2020  KAN-CCMVI2092U  Quality Management and Customer Experience (CX)

English Title
Quality Management and Customer Experience (CX)

Course information

Language English
Course ECTS 7.5 ECTS
Type Elective
Level Full Degree Master
Duration Summer
Start time of the course Summer
Timetable Course schedule will be posted at calendar.cbs.dk
Max. participants 60
Study board
Study Board for MSc in Economics and Business Administration
Course coordinator
  • Course instructor: Fernando M. Amigo-Quintana, Adjunct Professor, IE University, Business School.
    Sven Bislev - Department of Management, Society and Communication (MSC)
For academic questions related to the course, please contact instructor Fernando Amigo-Quintana at fmamigo@faculty.ie.edu
Other academic questions: contact academic director Sven Bislev at sb.msc@cbs.dk
Main academic disciplines
  • Customer behaviour
  • Management
  • Service management
Teaching methods
  • Face-to-face teaching
Last updated on 12/11/2019

Relevant links

Learning objectives
To achieve the grade 12, students should meet the following learning objectives with no or only minor mistakes or errors:
  • Be able to apply the main principles of business excellence and customer experience
  • Explain how to use different models, methods and tools to deliver a quality customer experience
  • Relate quality management tools to the process of achieving the goals of the organization in the current business environment characterized by a profound transformation, where customers and their experiences have become the center of the business-customer relationship.
  • Reflect on the concept of ‘quality management’ and its implications for a better customer experience.
Course prerequisites
No specific requirements. Knowledge of service management and operations and consumer insight might be of help.
Examination
Quality Management and Customer Experience (CX):
Exam ECTS 7.5
Examination form Home assignment - written product
Individual or group exam Individual exam
Size of written product Max. 15 pages
Assignment type Project
Duration Written product to be submitted on specified date and time.
Grading scale 7-point grading scale
Examiner(s) One internal examiner
Exam period Summer, Ordinary exam: Home Assignment: 23/24 June-24 July 2020. Please note that exam will start on the first teaching day and will run in parallel with the course.
Retake exam: Home Assignment: 72-hour home assignment: 5–8 October 2020 – for all ISUP courses simultaneously
3rd attempt (2nd retake) exam: 72-hour home assignment: 23–26 November 2020 – for all ISUP courses simultaneously

Exam schedules available on https:/​/​www.cbs.dk/​uddannelse/​international-summer-university-programme-isup/​courses-and-exams
Make-up exam/re-exam
Same examination form as the ordinary exam
Retake exam: 72-hour home project assignment, max. 10 pages, new exam question
Exam form for 3rd attempt (2nd retake): 72-hour home project assignment, max. 10 pages, new exam question
Course content, structure and pedagogical approach
This course is conceived as a reflection on how traditional and commonly used quality management models can be applied in the current business environment characterized by both globalization and digitalization and considering the growing importance of customer-centricity in the way relationships between organizations and customers are evolving and being handled.
 
Customer experience as the focus of business strategy is in historical terms a recent development and is at the center of a number of practices that are being adopted by a growing number of organizations to compete successfully in a changing business environment.
 
Quality management is a philosophy, methodology and system of tools aimed to create and maintain the appropriate mechanisms within organizations for continuous improvement. It involves all departments and employees and helps to reduce costs and exceed customers and other stakeholders’ expectations. Appropriate quality management is a basic need for the survival and competitive development of any organization in the global market. It ensures that an organization, product or service is consistent with customer´s expectations. It encompasses the concept of business excellence and sustainability as a means for competitiveness, efficiency improvement, and leadership. Quality management focuses on product/service quality but also on the means to achieve it.
 
The process of quality management encompasses four main components: quality planning, quality assurance, quality control and quality improvement. In this respect, the development of quality models to help organizations instill in all their strategies, processes and employees the idea of quality as well as the design of systems and tools that assure the best quality for their products and services through the appropriate control frameworks, accurate metrics and measurements and feedback mechanisms, becomes a mandate for leadership and competitiveness.
 
Preliminary assignment:
 
Readings:
Meyer, Christopher and André Schwager (2007). “Understanding Customer Experience,” Harvard Business Review, February
 
Activity:
Watch the following video about a situation concerning United Airlines  and the mistreatment of a passenger
          https://www.youtube.com/watch?v=VrDWY6C1178
 
Why did this happen?
Did internal processes back the way United took control of the situation?
What was the reaction from customers?
How did this affect United Airlines? What were the consequences

Class 1: Introduction: course overview, basic concepts
Class 2: Customer Experience management and principles
Class 3: Quality Management: concept, context and theories
Class 4: The principles of quality management
Class 5: The quality management function
Class 6: Quality management models and standards I
 
Feedback activity:
 
Presentation of project ideas to the class for discussion/feedback.
Home Project Assignments/mini projects are based on a research question (problem formulation) formulated by the students individually. Approval deadline will be defined by the instructor. Hand-in of the problem formulation directly to the instructor by the 3rd teaching week.
 
Class 7: Quality management models and standards II
Class 8: Quality management methods and tools
Class 9: Quality Customer Experience models
Class 10: Succesful customer experience and CX metrics
Class 11: Overview, review, Q&A
Description of the teaching methods
All teaching takes place on campus (notice that face-to-face teaching may include the use of online materials and tools.
Feedback during the teaching period
Presentation of project ideas to the class for discussion/feedback.
Home Project Assignments/mini projects are based on a research question (problem formulation) formulated by the students individually. Approval deadline will be defined by the instructor. Hand-in of the problem formulation directly to the instructor by the 3rd teaching week.
Student workload
Preliminary assignment 20 hours
Classroom attendance 33 hours
Preparation 126 hours
Feedback activity 7 hours
Examination 20 hours
Further Information
Preliminary Assignment: To help students get maximum value from ISUP courses, instructors provide a reading or a small number of readings or video clips to be read or viewed before the start of classes with a related task scheduled for class 1 in order to 'jump-start' the learning process.
 
Course timetable is available on https://www.cbs.dk/uddannelse/international-summer-university-programme-isup/courses-and-exams
 
We reserve the right to cancel the course if we do not get enough applications. This will be communicated on https://www.cbs.dk/uddannelse/international-summer-university-programme-isup/courses-and-exams end March 2020.
Expected literature

Mandatory readings:

 

- Class presentations and related materials (cases, articles)


- Klaus, Phil, and Stan Maklan (2013). "Towards a Better Measure of Customer Experience." International Journal of Market Research, Vol. 55, N. 2, 227-242


- Maklan, Stan (2011). "Customer experience: Are we measuring the right things?," International Journal of Market Research, Vol. 53 N. 3, 771-792.


- Srinivasan, A., and Kurey, B. (2014). "Creating a  Culture of Quality." Harvard Business Review

 

Additional relevant readings:

 

- Franco Santos, Mónica, and Pietro Michelli (2017). “Towards a Definition of a Business Performance Measurement System,” International Journal of Operations & Production Management, July, 784-801.

- Naseem, Afshan, Sadia Ejaz Sheikh  and Khusro P. Malik (2011). “Impact of Employee Satisfaction on Success of Organization: Relation between Customer Experience and Employee Satisfaction,” International Journal of Multidisciplinary Sciences and Engineering, Vol. 2, N. 5, 41-46.

- Parasuranan A. Valerie A. Zeithaml and Leonard Berry (1988). “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality.” Journal of Retailing, Vol. 64 N. 1, 12-40.

- Puccinelli, Nancy M., Ronald C. Goodstein, Dhruv Grewal, Robert Price, Priya Raghubir and David Stewart (2009). “Customer Experience Management in Retailing: Understanding the Buying Process,” Journal of Retailing, N. 85, 15–30.

- Russell T. Westcott, Editor (2013). Certified Manager of Quality Organizational Excellence Handbook, 4th ed. ASQ Press: Milwakee, WI.

- Van Moorsel, Aad (2001), “Metrics for the Internet Age: Quality of Experience and Quality of Business,” Fifth Performability Workshop in Honor of John F. Meyer. HP Laboratories: Palo Alto, CA.

- Zeithaml, Valerie A., Leonar L Berry and A. Parasuraman (1991). “Communication and Control Processes in the Delivery of Service Quality,” Services Marketing,  Christopher H. Lovelock Ed. Prentice Hall, Englewood Cliffs, NJ, 406-423.
 
Other resources
- American Society for Quality, https://asq.org/
- Business Performance Improvement Resource, http://www.bpir.com
- European Foundation for Quality Management, http://www.efqm.org
- Japan Quality Assurance Organization, https:/​/​www.jqa.jp/​english/​
- Quality Management Principles, www.iso.org
Last updated on 12/11/2019