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SQ Exam Revision (October 2013)

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SQ Project Guidelines (Part Three) - July 2013

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SQ Project Guidelines (Part Two) - July 2013

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SQ Project Guidelines (Part One) - July 2013

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SQ Lecture Eleven - Change Management and Service Leadership

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SQ Lecture Ten - Improving Service Quality and Productivity (Ch 14)

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SQ Lecture Nine -Building Relationships & Service Recovery (Chapters 12 and 13)

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SQ Lecture Eight - Balancing Demand Against Productive Capacity

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SQ Lecture Seven - Managing People for Service Advantage

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SQ Lecture Six : Crafting the Service Environment (chapter 10)

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SQ Lecture Five : Promoting and Educating Customers & Designing and Managing Service Processes (Chaps 7 and 8)

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SQ Lecture Four : Distributing Services & Setting Prices and Implementing Revenue Management (Ch 5 and 6)

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SQ Lecture Three : Positioning Services & Developing Service Products (Ch 3 and 4)

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SQ Lecture Two : Consumer Behaviour and Service Quality

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SQ Lecture One : Introduction

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