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MN50204: Services management

Follow this link for further information on academic years Academic Year: 2012/3
Follow this link for further information on owning departmentsOwning Department/School: School of Management
Follow this link for further information on credits Credits: 6
Follow this link for further information on unit levels Level: Masters UG & PG (FHEQ level 7)
Follow this link for further information on period slots Period: Semester 2
Follow this link for further information on unit assessment Assessment: CW 30%, EX 70%
Follow this link for further information on supplementary assessment Supplementary Assessment: Like-for-like reassessment (where allowed by programme regulations)
Follow this link for further information on unit rules Requisites:
Follow this link for further information on unit content 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.

Skills:
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)

Content:
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.
Follow this link for further information on programme availabilityProgramme 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

MN50204 is Optional on the following programmes:

School of Management
Notes:
* This unit catalogue is applicable for the 2012/13 academic year only. Students continuing their studies into 2013/14 and beyond should not assume that this unit will be available in future years in the format displayed here for 2012/13.
* Programmes and units are subject to change at any time, in accordance with normal University procedures.
* Availability of units will be subject to constraints such as staff availability, minimum and maximum group sizes, and timetabling factors as well as a student's ability to meet any pre-requisite rules.