GBD120 - Service Leadership Strategy

Outline information
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Last revision date May 25, 2020 1:52:41 AM
Last review date Aug 3, 2020 12:15:14 AM

Subject Title
Service Leadership Strategy

Subject Description
This course will focus on the challenges of the current global economic climate to deliver sustained performance, profitable growth and service recovery in support of a consistent global business strategy.   This course will introduce a value proposition and delivering on the promise, including looking at program results, data and blueprinting processes to increase customer satisfaction and build retention. Service Leaders are tasked to create service capabilities to provide the customer with a unique branded experience, ensure value for money and build brand loyalty. Students will develop an integrated framework to strategically manage challenges arising from various communications styles while addressing a successful transformation of services.

Credit Status

One Credit

Learning Outcomes
Upon successful completion of this subject the student will be able to:

Learing Outcomes will be available on Blackboard.

  1. Written Communication 
  2. Oral communication
  3. Quantitative literacy
  4. Information literacy
  5. Creative thinking
  6. Ethical reasoning, personal and social responsibility
  7. Inquiry and analysis
  8. Critical thinking and problem solving
  9. Digital literacy
  10. Intercultural knowledge and global perspective

Essential Employability Skills
Communicate clearly, concisely and correctly in the written, spoken and visual form that fulfils the purpose and meets the needs of the audience.

Respond to written, spoken, or visual messages in a manner that ensures effective communication.

Use a variety of thinking skills to anticipate and solve problems.

Locate, select, organize, and document information using appropriate technology and information systems.

Analyze, evaluate, and apply relevant information from a variety of sources.

Show respect for diverse opinions, values, belief systems, and contributions of others.

Manage the use of time and other resources to complete projects.

Take responsibility for one's own actions, decisions, and consequences.

Academic Integrity
Seneca upholds a learning community that values academic integrity, honesty, fairness, trust, respect, responsibility and courage. These values enhance Seneca's commitment to deliver high-quality education and teaching excellence, while supporting a positive learning environment. Ensure that you are aware of Seneca's Academic Integrity Policy which can be found at: Review section 2 of the policy for details regarding approaches to supporting integrity. Section 2.3 and Appendix B of the policy describe various sanctions that can be applied, if there is suspected academic misconduct (e.g., contract cheating, cheating, falsification, impersonation or plagiarism).

Please visit the Academic Integrity website to understand and learn more about how to prepare and submit work so that it supports academic integrity, and to avoid academic misconduct.

All students and employees have the right to study and work in an environment that is free from discrimination and/or harassment. Language or activities that defeat this objective violate the College Policy on Discrimination/Harassment and shall not be tolerated. Information and assistance are available from the Student Conduct Office at

Accommodation for Students with Disabilities
The College will provide reasonable accommodation to students with disabilities in order to promote academic success. If you require accommodation, contact the Counselling and Accessibility Services Office at ext. 22900 to initiate the process for documenting, assessing and implementing your individual accommodation needs.