Module BUSI4AK15: Service Operations and Analytics

Department: Management and Marketing

BUSI4AK15: Service Operations and Analytics

Prerequisites

• None.

Corequisites

• None.

Excluded Combination of Modules

• None.

Aims

• To provide students with a systematic way of analysing service processes and service supply chains
• To provide students with an in-depth understanding of measuring service operations and service supply chain performance
• To provide students with an understanding of different mechanisms for improving service operations and service supply chain performance.

Content

• Fundamentals of service operations and supply chains
• Service quality and performance management in service industries
• Analysis of customer insight data to determine and drive customer service outcomes and improve customer relationship
• Service process design and optimization
• Service facility location and service network design
• Platform based service business analysis
• Retail operations and supply chains
• Logistics service operations
• Healthcare operations and supply chain
• Servitization of industrial businesses
• Emerging technology in creating novel service delivery models and improving performance in service value chains.

Learning Outcomes

• On completion of the module students should be able to:
• Develop critical understanding of key service operations and service supply chain processes
• Develop specialised knowledge of the relevant analytical techniques to plan and manage service operations and supply chains
• Develop specialised knowledge about using data to analyse and improve performance in service operations and supply chains
• Develop critical understanding of the role of different digital technologies in managing and improving performance of service operations and supply chains.

• On completion of the module students should:
• Be able to develop service operations strategies to improve performance
• Be able to design and manage service processes
• Be able to analyse service operations and supply chain data, and develop data-driven recommendations

• Effective written communication
• Oral presentation
• Planning, organising and time-management
• Problem solving and analysis
• Data presentation and visualisation, interpretation and use of data
• Making effective use of communication, information technology and other digital technologies.

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

• The module is delivered via online learning, divided up into study weeks with specially produced resources within each week. Online learning will be divided into study weeks and will typically include activities facilitated by the teaching team and specially produced resources. Facilitated activities will make use of a range of educational technologies to include digital collaboration spaces and live online sessions. Learning resources vary according to the learning outcomes but typically include: video content, directed reading, reflective activities and opportunities for self-assessment.
• The Summative assessment consists of a written individual assignment plus an individual video presentation. The written assignment will enable students to further develop their understanding and skills. It will test students’ acquisition and articulation of their knowledge and understanding and their ability to apply what they have learned in a particular context.  The video presentation is designed to test student’s subject specific knowledge and skills and oral presentation skills.

Teaching Methods and Learning Hours

Summative Assessment

Formative Assessment:

The formative assessment serves to encourage students to study regularly and to monitor their learning progress. Students will undertake a series of activities aligned to the module content, which can include group presentations, case discussions, individual or group reflections on specific topics receiving ongoing feedback on theoretical knowledge and how it is applied. Tutors provide feedback on formative work and are available for individual consultation as necessary (usually by email and video call). Written feedback will be provided through email or on Learn Ultra.

■ 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