Module BUSI43J15: Delivering Service Excellence Taught)

Department: Management and Marketing

BUSI43J15: Delivering Service Excellence Taught)

Tied To

• N1KR17: Business Administration (Finance) (Global) (for students entering between Oct 2010 - Apr 2013) (see Postgraduate Handbook 2016-2017 for details)
• N1KS17: Business Administration (Global) (for students entering between Oct 2010 - Apr 2013) (see Postgraduate Handbook 2018-2019 for details)
• N1N317: Business Administration (Finance) (Global) (for students entering between Oct 2013 - Apr 2015) (see Postgraduate Handbook 2018-2019 for details)
• N1N417: Business Administration (Global) (for students entering between Oct 2013 - Apr 2015)

Pre-requisites

Corequisites

Excluded Combinations

Aims

• To provide a comprehensive overview of the strategic and operational dimensions of service delivery
• To develop an understanding of, and ability to critically examine, the quality of service provision in a range of sectors/organisations that depend upon excellence for competitive advantage
• To equip students with the conceptual and practical skills needed to successfully develop service delivery, management and recovery plans

Content

• Models of marketing and operations services management
• Capacity, forecasting and demand management in service operations
• Managing customer expectations and perceptions
• The role of customers in services
• Service quality, productivity and performance measurement
• Service recovery and service guarantees
• Service innovation - developing and delivering new services
• Integrated services marketing communications strategies
• Customer loyalty development strategies

Learning Outcomes

• By the end of the module students should:
• have a critical understanding of the nature, form and structure of service delivery;
• have a grounded understanding of strategic and operational dimensions of service industries;
• have a critical appreciation of the importance of service excellence to competitive advantage.

• By the end of the module students should:
• be able to examine and critically evaluate service performance/delivery;
• be able to develop an appropriate service management strategy;
• be able to critically evaluate the value of service excellence to an organisation.

• 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 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

Students will receive feedback on their contributions in class.