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Module Title Service Operations Management
SchoolBirmingham Business School
Department Birmingham Business School
Module Code 07 28303
Module Lead Michael Shulver
Level Masters Level
Credits 10
Semester Semester 2
Pre-requisites
Co-requisites
Restrictions None
Contact Hours
Exclusions
Description This module is about service transformation, focusing on how to change organisations to make them better for customers, service staff and the bottom line. The objective of the module is to provide participants with a greater understanding of managing organisations that deliver service. In turn, this understanding will enable participants to make a difference and improve the performance of, and the service provided by, their own or other organisations. The module primarily takes an Operations Management perspective on service but also combines analytical lenses from marketing, human resource management and strategic management. In addition, the module incorporates the ‘management of self’, for example personal workflows, time and attention, and personal productivity.
Learning Outcomes By the end of the module students should be able to:
  • Explain the nature of service and its impact on customers, staff and the 'bottom line';
  • Determine and understand the needs, expectations and perceptions of customers;
  • Critically evaluate and improve the design and delivery of services;
  • Demonstrate comprehensive knowledge and understanding of how organisations manage failures and overcome problems;
  • Analyse and critique how organisations can measure and improve their service operations performance;
  • Demonstrate comprehensive knowledge and understanding of the interlinkages between operations, marketing, human resource and strategic management;
  • Demonstrate skills in verbal and written communication, team working, and critical analysis.
Assessment 28303-01 : Examination : Exam (Centrally Timetabled) - Written Unseen (80%)
28303-02 : Group Assignment : Coursework (20%)
Assessment Methods & Exceptions Assessments: Group assignment 2,500 words - 20%; Examination (2 hour) - 80%
Reassessment: Examination (2 hour) - 100%
These assessment methods will be contextualised to meet the individual needs of the module.
Other None
Reading List