This course will identify and utilize the various assessment issues related to evaluation and the development of instruments and methodologies. The focus will be placed on how these assessment methods can be implemented to measure customer satisfaction. Guidelines for the development of instruments and processes will be discussed with an emphasis on reliability and validity issues. Focus groups, their uses, makeup and procedures for effective use will be discussed. Company models will be used to implement and demonstrate the student’s understanding of the subject material. The relationship between assessment and continuous quality improvement will be emphasized.
Prerequisite: BSAD 221 or RRMT 398 or permission of instructor
3 credits, (3 lecture hours), spring semester