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School of Management, Unit Catalogue 2011/12

MN50204: Services management

Click here for further information Credits: 6
Click here for further information Level: Masters UG & PG (FHEQ level 7)
Click here for further information Period: Semester 2
Click here for further information Assessment: CW 30%, EX 70%
Click here for further information Supplementary Assessment: Like-for-like reassessment (where allowed by programme regulations)
Click here for further information Requisites:
Click here for further information Description: Aims:
This course will focus on issues in services management - managing activities in which a service is provided. It will provide students with an understanding of key issues in managing services and the tools to analyse and improve organisations within this context.
The course uses case studies to examine the following issues: defining the service sector and service operations, strategy and the service business, using the ServQual quality analysis tool to improve market knowledge, process orientation and improvement, applying lean thinking to services, the role of workers and worker management in service businesses, new product development/launch, intra-organisational alignment to the service market and challenges in the new internet marketplace.
The following sectors while be specifically examined: health care, food service, financial services, transport, air travel, tourism and retailing.

Learning Outcomes:
By the end of this unit, the student should be able to conduct informed discussion and analysis of the concepts of service operations: context, management, design, market-driven improvement and organisation.

Intellectual Skills - Market and organisational analysis. (FTA) Communication, problem solving, team work, leadership , analysis (F)
Professional Skills - Market and organisational analysis, improvement planning and operationalisation (FTA)
Practical Skills - Market and organisational analysis, improvement planning and operationalisation. (FTA)

Introduction to Service Management; Defining the Service Context; Lean Thinking; Process Improvement; ServQual; Worker Management; New Product Development/Launch; Strategy; Firm Displacement and the Internet; Marketing-Operations Relationships.
Click here for further informationProgramme availability:

MN50204 is Compulsory on the following programmes:

Department of Chemistry
  • USCH-AFM07 : MSci (hons) Chemistry with Management (Full-time) - Year 4
  • USCH-AKM07 : MSci (hons) Chemistry with Management with Industrial Training (Full-time with Thick Sandwich Placement) - Year 5
School of Management
  • TMMN-AFM07 : MSc Management with Marketing (Full-time) - Year 1
  • TMMN-AFM10 : MSc Management with Operations (Full-time) - Year 1

MN50204 is Optional on the following programmes:

School of Management
  • TMMN-AFM03 : MSc Management (Full-time) - Year 1
  • TMMN-AFM08 : MSc Management with Finance (Full-time) - Year 1
  • TMMN-AFM06 : MSc Management with Human Resource Management (Full-time) - Year 1

NB. Programmes and units are subject to change at any time, in accordance with normal University procedures.