Module BUSI43Z15: Services Management (Block Taught)

Department: Business School (Business)

BUSI43Z15: Services Management (Block Taught)

Prerequisites

• None.

Corequisites

• None.

Excluded Combination of Modules

• Services Management (Blended Learning)

Aims

• To enable students to develop a critical understanding of the sectors of business for whom service is the core product, such as banking, hospitality, education, telecommunications, and professional services
• To explore the challenges involved in delivering and managing services in a profitable and sustainable model
• To equip students with the management skills needed to implement quality service strategies capable of delivering competitive advantage

Content

• Understanding the service sector
• Marketing and operations in a service context
• Capacity and demand management
• Customer-centric services – characteristics and delivery
• Crafting the service environment
• Service quality and productivity
• Services marketing
• Service breakdown management and recovery strategies
• Managing and delivering service excellence

Learning Outcomes

• On completion of the module students should have an advanced knowledge and critical understanding of:
• The nature and structure of the service sector;
• Key theories of marketing and operations management, and how they apply in a service environment;
• Key determinants of service quality, together with international benchmark criteria;
• Current strategic issues, challenges and debates.

• On completion of the module students should:
• Have acquired skills in the mapping and analysis of services;
• Be able to apply a range of service quality evaluation models/tools;
• Be able to apply a range of forecasting models and techniques in a service context;
• Be able to apply selected performance measurement tools in a service context.

• Effective written communication skills
• Planning, organising and time management skills
• Problem solving and analytical skills
• The ability to use initiative
• Advanced skills in the interpretation of data
• Advanced computer literacy skills

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

• Learning outcomes will be met through a combination of taught input, groupwork, case studies and discussion, supported by guided reading and specially-written self-study material.
• The summative assessment of the module, a written report based on the strategic evaluation of a service organisation, is designed to test the acquisition and articulation of knowledge and critical understanding, and skills of application and interpretation within the business context.

Teaching Methods and Learning Hours

Summative Assessment

Formative Assessment:

Group presentation

■ 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