10 credits at level HE5
This module aims to introduce students to the management of service operations, emphasising those concepts, practices and techniques that are pertinent to service as opposed to manufacturing. Students will be required to relate theory to practice, especially through the use of work based case studies.
Planning the prerequisites for successful service:
the concept (customer benefits and sacrifice matched by product attributes)
the system (technology, facilities, human resources and organizational control)
the process (the series of transformational steps).
Managing in a service context: customer focus; relationship building; empowerment; cross-functional working; performance measurement; continuous improvement.
Techniques for service management: quality gap analysis; yield management; process analysis; site selection; layout planning.
The teaching and learning methods include a series of learning sessions to identify key frameworks, seminars based on group analysis of service organisations, exercises and workshops.
Case studies will be used as a means to illustrate relevant concepts.
Students will be required to identify a service problem in the workplace a present a report, analysing the problem using a theoretical framework and proposing afocussed solution
when you have successfully completed this module you will:
to demonstrate that you have achieved the learning outcome you will:
|1.||Explain the purpose, applications and limitations of a range of service management concepts, theories and techniques||Apply a range of service management concepts, theories and techniques to case studies|
|2.||Use a theoretical framework to identify good practice and issues of concern in a given case study||Articulate areas of good practice and issues for concern in a work based environment using a theoretical framework|
|3.||Produce and justify a plan for improvement, given a case study and identified areas of concern||Suggest cohesive, focussed solutions to case study basedproblems|
Your achievement of the learning outcomes for this module will be tested as follows:
|Description||Case study based analysis||Review and assessment of work based situation|
There are no prerequisites for this module.
No restrictions apply.
Lovelock C, Services Marketing - A European Perspective, New Jersey: Prentice Hall, 1999
van Looy B et al, Services Management Pitman,
2003 Johnston R, Clark G, Service Operations Management, Prentice Hall, 2001
Slack, Nigel, et al, (1998) Operations Management (2nd ed) London: Financial Times Pitman Publishing.
|Host Subject Group:||Business Studies|
|User Name||Date Accessed||Action|