Programme And Module Handbook
Course Details in 2020/21 Session

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Module Title LM Service Operations Management
SchoolBirmingham Business School
Department Birmingham Business School
Module Code 07 28974
Module Lead Mike Shulver
Level Masters Level
Credits 10
Semester Full Term
Restrictions None
Description The Service Operations Management module is about improving organisations to make them better for customers and service providers. The module will develop students’ understanding of the concepts, tools and techniques relating to process design and delivery, including the analysis of process design from the customer’s perspective. The module is integrative in approach and uses analytical lenses from marketing, organisational behaviour, strategy and behavioural psychology. Case, and other illustrative material in the module comes from both profit and non-profit sectors.
Learning Outcomes By the end of the module students should be able to:
  • Demonstrate comprehensive knowledge and understanding of, and be able to explain the critical perspectives on the nature of service.
  • Critically evaluate the ways in which good and bad service impacts on customers, staff and profitability.
  • Identify and apply a range of methods for assessing the needs, expectations and perceptions of customers.
  • Explain and apply the principles, tools and techniques of service design.
  • Critically appraise the methods with which organisations can measure their service performance and apply the general approaches to, and specific methods for improving service.
  • Demonstrate how organisations can deal with challenges such as customer complaints and service failures.
Assessment 28974-01 : Presentation 1 : Group Assessment - Coursework (10%)
28974-02 : Individual Assignment : Coursework (80%)
28974-04 : Presentation 2 : Presentation (10%)
Assessment Methods & Exceptions Assessments:
Group assignments (1500 words in total) – 20%
Individual assignments (3000 words in total) - 80%

Reassessment: 3000 word individual assignment - 100%
Other Delivered at SIM
Reading List