This module explores the concepts, tools and techniques associated with service operations and focuses upon service evaluation, enhancement and improvement. The module is suitable for careers in retailing, financial services and consultancy.
On successful completion of the module, students will be able to:
The knowledge-based materials for the module are provided by the module team in Canvas. These consist of notes and diagrams produced by the module team for each week of the module. These are supplemented by access to supplementary materials available on-line. Each week new material will be released into Canvas for students to read and study before attending a weekly "key-note" lecture that will be designed to explain the key concepts in the week's reading. Key questions will then be provided to test understanding of the work; students will be divided into groups for this activity and will make informal presentations for which they will receive formative feedback.
| Definitive UNISTATS Category | Indicative Description | Hours |
|---|---|---|
| Scheduled learning and teaching | Teaching, case studies, group class work | 66 |
| Guided independent study | Self directed study | 234 |
| Total (number of credits x 10) | 300 | |
The module will be assessed by coursework and practical exam. This will include in-class presentation, , discussions, and individual reports. The students will be advised of the nature and timing of the assessments.
The coursework and the practical exam will focus on two aspects of the subject matter:
a) Theoretical aspects in the literature.
b) Practical aspects based on real-life service organisations which will provide essential employability skills.
| Learning Outcome | Assessment Strategy |
|---|---|
| 1) critically describe and evaluate factors that influence the provision of effective service operations. | Individual class discussion Literature reviews on related concepts and Theories Case analysis and individual business report (of a practical nature) |
| 2) recommend service operations improvements that can make an effective contribution to overall business strategy at both national and international levels. | Individual class discussion Literature reviews on related concepts and Theories Case analysis and individual business report (of a practical nature) |
| 3) conduct analysis of contemporary service operations issues and provide insightful assessment of the appropriateness of service improvement decisions. | Individual class discussion Literature reviews on related concepts and theories Case analysis and individual business report (of a practical nature) |
| 4) apply the concepts and techniques of Service Operations Management to your own organisation (or to an organisation of your choice). | Individual class discussion Literature reviews on related concepts and theories Case analysis and individual business report (of a practical nature) |
| Description of Assessment | Definitive UNISTATS Categories | Percentage |
|---|---|---|
| Presentation | Practical exam | 30% |
| Written literature review | Coursework 2 | 20% |
| Written case-based analysis (of a practical nature) | Coursework 3 | 50% |
| Total (to equal 100%) | 100% | |
It IS NOT a requirement that any element of assessment is passed separately in order to achieve an overall pass for the module.
Johnston, R., Clark, G., Shulver, M. Service Operations Management: Improving Service Delivery, latest edn, FT Prentice Hall.
Hill, A., Hill, T. Operations Management, latest edn., Palgrave Macmillan.
Fitzsimmons, J.A. and Fitzsimmons, M.A., Bordoloi, S.K. Service Management: Operations, Strategy, Information Technology, latest edn., McGraw Hill.
Heskett, J.L. (Oct 2008) Service Breakthroughs, The Free Press
Van Looy, B., Gemmel, P., Dierdonck, R. (2013) Services Management, latest edn., FT Prentice Hall.