Managing Service Operations

Code

BUSI2013

School

Business

Level

2

Credits

10

Semesters

Autumn UK

Summary

Service activities, such as education, health, insurance and banking are becoming more and more important. The GDP and employment of most of the developed countries are dominated by the service sector. Hence there has been a tremendous growth in the number of service organisations. In fact, several companies traditionally involved only in manufacturing are also beginning to include service components in their product offering. This module will include topics that will help students to appreciate the growing importance of services, and understand the operations function in service industries. The following topics will be covered:
The importance of services in today's economy.
Unique features of services.
The concept of service package.
Design of service operations.
Customer expectations, perceptions and the management of service quality.
Creating and developing new services.
Role of technology.
Service supply chain.
Management of capacity and demand.
Growth and globalisation of services.
The ideas and concepts will be illustrated using appropriate examples and case studies.

Target Students

Part I and II students who have taken BUSI1032 Managing Operations in the Digital Enterprise OR have taken/are taking BUSI2139 Managing Business Operations.

Co-requisites

Modules you must take in the same academic year, or have taken in a previous year, to enrol in this module:

• Managing Business Operations (BUSI2139)

Classes

• One 1-hour seminar each week for 2 weeks
• One 1-hour-30-minute lecture each week for 11 weeks

Assessment

• 30% Coursework: 1,000 words.
• 70% Exam (1-hour): In person exam

Assessed by end of autumn semester

Educational Aims

Learning Outcomes

Knowledge and understanding
This module develops a knowledge and understanding of:
•    The management of customer expectations, relationships and development of service excellence
•    The management of the supply chain
•    The management of quality systems
•    The different approaches for segmentation, targeting, positioning, generating sales and the need for innovation in product and service design
•    The design and development of products and services
•    The management of operations
•    Balancing capacity and demand

Intellectual skills
This module develops:
•    The ability to analyse facts and circumstances to determine the cause of a problem and identifying and selecting appropriate solutions

Transferable (key) skills
This module develops:
•    Articulating and effectively explaining information
•    The ability to plan, organise and conduct an interview with a key decision maker in a service organisation

Conveners

• Professor Kulwant Pawar