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MN50745: Service operations management

[Page last updated: 15 October 2020]

Follow this link for further information on academic years Academic Year: 2020/1
Further information on owning departmentsOwning Department/School: School of Management
Further information on credits Credits: 6      [equivalent to 12 CATS credits]
Further information on notional study hours Notional Study Hours: 120
Further information on unit levels Level: Masters UG & PG (FHEQ level 7)
Further information on teaching periods Period:
Modular (no specific semester)
Further information on unit assessment Assessment Summary: CW 100%
Further information on unit assessment Assessment Detail:
  • Unit Contribution Mark (CW 20%)
  • Journal Article Review (CW 20%)
  • Final Individual Assessment (CW 60%)
Further information on supplementary assessment Supplementary Assessment:
Like-for-like reassessment (where allowed by programme regulations)
Further information on requisites Requisites:
Description: Aims:
The Service Operations Management unit is about service transformation ... about how to change organisations to make them better for customers, service staff and the bottom line.
The aim of the unit is to provide participants with an enhanced understanding of managing organisations that deliver service. In turn, this understanding will enable participants to make a difference and improve the performance of, and the service provided by, their own or other organisations.
The unit will build upon work undertaken in the 'Managing Operational Processes' unit (though there is no prerequisite dependency). The unit is integrative in approach, and in addition to the primary operations perspective, will look at services using analytical approaches from psychology, marketing, organisational behaviour, human resource management and strategic management.

Learning Outcomes:
On completion of the unit participants will:
* understand the nature of service and its impact on customers, staff and the 'bottom line'
* be able to evaluate the needs, expectations and perceptions of customers
* understand the methods and tools required to improve the design and delivery of service
* appreciate how organisations go about dealing with service failure, as well as strategies for recovering from failure
* know how organisations can measure and improve their performance
* understand how organisational strategy is articulated as service strategy
* have obtained an appreciation of the scope, relevance and utility of topical as well as classical critical work in service operations management.

Analytical problem-solving; presentational skills; integrative appreciation of management activities in addressing management challenges
Transferable/Key Skills
* an ability to adopt and apply multiple analytical lenses on service operations and so understand of how the different business functions relate to one another in delivering service
* an appreciation of managing organizations that in the developed world account for some 80% of GDP
Professional Practical Skills
* deconstruct and analyse service operations issues and yet make recommendations despite having partial understanding of the complex world of service
* to communicate recommendations clearly and competently to a range of audiences
* the facility to communicate including presenting and marketing themselves and their ideas; preparation and production of operations evaluations and reports;
* the ability to recognize opportunities to improve the performance of service organisations
* the knowledge and understanding of how to apply a practical 'toolkit' for improving service operations.

Indicative content: The unit introduces students to critical and practical / managerial content relating to:
* Customers and customer relationships
* Service innovation and design (though careful to avoid overlap with existing units on service innovation)
* Service experience engineering
* Service performance measurement and management
* Capacity management in services
* Service operations improvement tools and techniques
* Service failure and recovery
* Service strategy
During the unit students will analyse real service operations via exercises, and the main assessment instruments.
The unit will be delivered over 12 weeks in Semester 2 and will be wholly online.
Further information on programme availabilityProgramme availability:

MN50745 is Optional on the following programmes:

School of Management


  • This unit catalogue is applicable for the 2020/21 academic year only. Students continuing their studies into 2021/22 and beyond should not assume that this unit will be available in future years in the format displayed here for 2020/21.
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