MN22177: Service operations management
[Page last updated: 09 August 2024]
| Academic Year: | 2024/25 |
| Owning Department/School: | School of Management |
| Credits: | 10 [equivalent to 20 CATS credits] |
| Notional Study Hours: | 200 |
| Level: | Intermediate (FHEQ level 5) |
| Period: |
- Semester 1
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| Assessment Summary: | CWRI 50%, CWVG 50% |
| Assessment Detail: |
- Recorded group presentation (CWVG 50%)
- Individual Applied Service Operations Analysis (CWRI 50%)
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| Supplementary Assessment: |
- Like-for-like reassessment (where allowed by programme regulations)
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| Requisites: |
Before taking this module you must take MN12008
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| Learning Outcomes: |
The objectives of the unit are to enable students to:
- Understand the nature of service and its impact on customers, staff, profitability and sustainability.
- Be able to evaluate the needs, expectations and perceptions of customers and other stakeholders.
- Understand the methods and tools required to improve the design and delivery of service.
- Appreciate how organisations go about dealing with service failure, as well as strategies for recovering from failure.
- Know how organisations can measure and improve their performance.
- Understand how organisational strategy is articulated as service strategy.
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| Synopsis: | Service Operations Management unit is about how to change organisations to make them better for customers, service staff, profitability and sustainability. The aim of the unit is to provide participants with an enhanced 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.
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| Content: | This unit covers fundamental topics around Operations Management in the service sector. Likely topics include:
The nature of service:
- What is service, and Service Operations Management?
- Service in context: B2C, B2B, C2C etc
- Commodity and capability services
Customers, customer relationships and service people:
- Customer types and the value of customers
- Managing customers and customer relationships
- Managing service providers
Service design and experience engineering (avoiding overlap with existing units):
- The Service Concept
- Designing the customer experience
- Service process mapping and emotion mapping
Service performance measurement and management:
- Performance management and measurement systems
- Measuring service quality
- Articulating service strategy
Managing service resources:
- Service capacity management
- Managing the service network
Learning: from problems and from other operations:
- Service value
- Service failure and recovery
- Service benchmarking and improvement tools and techniques
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| Course availability: |
MN22177 is Optional on the following courses:
School of Management
- UMMN-AFB11 : BSc(Hons) Accounting and Management (Year 2)
- UMMN-AKB11 : BSc(Hons) Accounting and Management with work placement (Year 2)
- UMMN-AKB13 : BSc(Hons) International Management with year abroad (Year 2)
- UMMN-AFB14 : BSc(Hons) Management (Year 2)
- UMMN-AKB15 : BSc(Hons) Management with Marketing with work placement (Year 2)
- UMMN-AKB14 : BSc(Hons) Management with work placement (Year 2)
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Notes: - This unit catalogue is applicable for the 2024/25 academic year only. Students continuing their studies into 2025/26 and beyond should not assume that this unit will be available in future years in the format displayed here for 2024/25.
- Courses and units are subject to change in accordance with normal University procedures.
- Availability of units will be subject to constraints such as staff availability, minimum and maximum group sizes, and timetabling factors as well as a student's ability to meet any pre-requisite rules.
- Find out more about these and other important University terms and conditions here.
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