Module Title:   Management of Service Operations

Module Credit:   10

Module Code:   MAN0902M

Academic Year:   2015/6

Teaching Period:   Semester 2

Module Occurrence:   A

Module Level:   FHEQ Level 5

Module Type:   Standard module

Provider:   Management

Related Department/Subject Area:   School of Management

Principal Co-ordinator:   Dr Liz Breen

Additional Tutor(s):   -

Prerequisite(s):   MAN0132L

Corequisite(s):   None

To improve the understanding of course members of: the characteristics of organisations (or parts of organisations) which produce services instead of goods; the problems which arise because of the nature of services; and to look at ways in which these problems may be dealt with.
The sessions focus on issues which are of extreme importance in the service context and which are not necessarily relevant in a manufacturing setting. All the above are taught within a framework that acknowledges corporate and social responsibility.

Learning Teaching & Assessment Strategy:
Teaching material is delivered via lectures, tutorials and Blackboard. Standard feedback based on lecture material is given to students in tutorial-led sessions supported by case-work. More customised feedback about lecture content/queries is available on demand as one-to-one sessions with the lecturer.

Lectures:   12.00          Directed Study:   80.00           
Seminars/Tutorials:   6.00          Other:   0.00           
Laboratory/Practical:   0.00          Formal Exams:   2.00          Total:   100.00

On successful completion of this module you will be able to...

appreciate the role of services in industry and gain an understanding of current theory and practice in this area, through the use of lecture material and application.

On successful completion of this module you will be able to...

experience the various approaches adopted to analysing and examing service environments. You will be encouraged to manage your learning journey by additional reading and completion of voluntary essays, which are graded and accompanied by detailed feedback on performance.

On successful completion of this module you will be able to...

develop your 1) interpretative and analytical skills through the tutorial sessions and assessment; and 2) communication and listening competency as a result of working in team/peer sessions.

  Examination - closed book 2.00 100%
  Closed book examination of 2 hours duration.

Outline Syllabus:
Introduction to the Management of Service Operations. Achieving Customer Satisfaction.
Service Technology. Service Process Design.
Service strategy. Service Recovery. Revision.

Version No:  5