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Service Operations Management (Pg)

Subject Code:


Subject Aim:

This subject is about how to manage and improve the operations in service organisations. It aims to provide a clear, authoritative and well-structured treatment of service operations management, helping Masters students understand how service performance can be improved by studying service delivery, and the associated management issues. Incorporating a clear operations focus, the subject explores service delivery and operations in managing processes and resources; understanding how operations managers must be involved in aspects of their organisations’ strategy, organisational culture; and the way employees and customers are motivated and managed.

Each week the students will be provided with frameworks, techniques and tools to help them analyse existing operations, and better understand how to deal with the issues which operations managers face. Case studies from around the world show how organisations have dealt with the particular issues being discussed. Appropriate theoretical underpinning and deopments are included and will be examined in an accessible way.

Learning Outcomes:

  • Critically analyse the types of service operations and operational parameters that are imperative fororganisational success.
  • Evaluate and compare strategies leading to improvement of service operations quality.
  • Analyse the important aspects of service systems that control the provision of capacity to meet customer requirements effectively.
  • Implement statistical methods and management techniques to monitor, control and improve service processes of an organisation.
  • Propose solutions with which a service organisation can improve its operations and achieve sustainable competitive advantage.

Student Assessment:

Exams will take place in weeks 15 & 16. Please refer to the official Exam Timetable for further information.

See detailed instructions on the subject Moodle site.