Module BUSI51E15: SERVICE OPERATIONS MANAGEMENT

Department: Business School (Business)

BUSI51E15: SERVICE OPERATIONS MANAGEMENT

Prerequisites

• None

Corequisites

• None

Excluded Combination of Modules

• BUSI50E15: Manufacturing Operations Management

Aims

• To provide students with the opportunity to study key topics in service operations management at an advanced level.

Content

• Linking business and operations strategy; business variables and their impact on operations; variety, value and quality: design and quality audit; organising the organisation: structures and decisions.
• Inventory management; recourse management; operational planning; review of scheduling and loading techniques; characteristics of manufacturing and service systems.
• Review of manufacturing and control systems: MRP, JIT, OPT: Optimised Production Technology: 'theory of constraints'; decision making; standard crisis and deep decisions; steps in the decision making process; rational approaches to decision making; identification of cases and symptoms; resolution, involvement, acceptance, equality.
• Operational change; new product and service development; project management quality management; process control, product control; quality costs; quality circles; continuous improvement; quality standards.

Learning Outcomes

• Have gained a critical understanding of the core concepts underpinning service operations strategy and management
• Have gained familiarity of the relationship between business and operations strategy

• Be able to analyse the role of the operations manager in the service environment
• Be able to examine and evaluate the use of a variety of operations management tools and techniques
• Be able to apply their learning in this module as appropriate within their own and other organisations

Written communication; planning, organising and time management; problem solving and analysis; using initiative; computer literacy.

Modes of Teaching, Learning and Assessment and how these contribute to the learning outcomes of the module

• The learning outcomes will be met through a combination of lectures, seminars, facilitated discussion sessions and guided reading. Extensive use will be made of case studies and business simulations. All sessions have a high participation element, and an emphasis on action-learning.
• Assessment of this module is by summative assignment, designed to: test the acquisition and articulation of knowledge; test conceptual understanding and skills of application and interpretation within the business context.

Teaching Methods and Learning Hours

Summative Assessment

Formative Assessment:

Feedback on group and individual activities undertaken during contact hours. Feedback on learning set reflections and action points related to this module.

■ Attendance at all activities marked with this symbol will be monitored. Students who fail to attend these activities, or to complete the summative or formative assessment specified above, will be subject to the procedures defined in the University's General Regulation V, and may be required to leave the University