MM3102-Managing Service Operations

Module Provider: Business Informatics, Systems and Accounting
Number of credits: 20 [10 ECTS credits]
Level:6
Terms in which taught: Autumn term module
Pre-requisites:
Non-modular pre-requisites:
Co-requisites:
Modules excluded:
Current from: 2023/4

Module Convenor: Mr Nigel Spinks
Email: nigel.spinks@henley.ac.uk

Type of module:

Summary module description:

This module covers key concepts and theories within the area of service operations management. It is designed to introduce students to the particular challenges facing service organisations in an era where services contribute more to gross domestic product (GDP) than manufacturing. This module is designed to provide the theoretical and practical grounding for those students wanting to work within service organisations or service business units within manufacturing organisations.  

Aims:

The aims of the module are to: 

• Introduce core theories of service operations management; 


• Describe the key concepts of service operations management, including, but not limited to, service design, service quality, service process improvement and managing service capacity and demand; 


• Explore and critique service operations and service design methods and tools. 

Assessable learning outcomes:

On completion of the module, students will be assessed on their ability to: 

1. Describe and explain the characteristics and the role of operations in service organisations. 


2. Select and apply key concepts and theories from service operations management in order to effectively design and manage a service operation. 


3. Critically assess selected academic and professional literature relevant to the design and management of service operations. 


4. Select and apply key concepts and theories to analyse and resolve service operations related problems and issues. 


5. Communicate information effectively in the required format in the evaluation of service operations management topics. 

Additional outcomes:

In addition, the module aims to encourage development of oral and written communication skills and team working in both formal and informal environments. Activities are designed to encourage both independent and collaborative learning skills, including reflection. Students are encouraged to develop investigative skills through the use of Web-based and other resources. 

Outline content:

Topics to be covered include: 

1. An overview of services and service operations 


2. Service strategy 


3. Service design and the service experience


4. Service quality and process improvement 


5. Managing service capacity and demand  

Brief description of teaching and learning methods:

A blended teaching approach will be used with core material being covered in lectures in which class interaction will be encouraged. These will be supported by seminars which will include individual and group-based activities on relevant topics and be linked to development of the individual assignment and exam. 

Summative assessment- Examinations:

Summative assessment- Coursework and in-class tests:

The summative assessment for this module is an:



Individual report of 3,500 words. The report will cover a major area of service operations management presented in the syllabus. Students will be required to choose a topic from the module, analyse that topic using appropriate literature and illustrate with appropriate use of theory, frameworks and tools with examples of the topic from practice. The submission date for the assignment will be week 1 of the Spring term. 

Formative assessment methods:

Seminars will be organised to allow students to apply and test their understanding of core module concepts in a practical environment. These seminars will be structured to align with the assignment brief.

Penalties for late submission:

The Support Centres will apply the following penalties for work submitted late:

• where the piece of work is submitted after the original deadline (or any formally agreed extension to the deadline): 10% of the total marks available for that piece of work will be deducted from the mark for each working day (or part thereof) following the deadline up to a total of five working days;


• where the piece of work is submitted more than five working days after the original deadline (or any formally agreed extension to the deadline): a mark of zero will be recorded.

The University policy statement on penalties for late submission can be found at: http://www.reading.ac.uk/web/FILES/qualitysupport/penaltiesforlatesubmission.pdf

You are strongly advised to ensure that coursework is submitted by the relevant deadline. You should note that it is advisable to submit work in an unfinished state rather than to fail to submit any work.

Assessment requirements for a pass:

Students will be required to obtain a mark of 40% overall based on the coursework.  

Reassessment arrangements:

Reassessment will be submission of a new report against the original brief.

Additional Costs (specified where applicable):

The compulsory text for this course is the following textbook:

Johnston, R., Shulver, G., Slack, N., & Clark, G. (2021). Service Operations Management. 5th Edition. Pearson. Available at: https://blackwells.co.uk/bookshop/product/9781292064468?gC=5a105e8b&gclid=CjwKCAiA24SPBhB0EiwAjBgkhkX-eJ5vC5I1mXzGFVPHD_3FrfBik7Jm2nYzhzD0pWBoyiNtRTPInxoCuikQAvD_BwE. Approximately £55 new. 

Last updated: 10 August 2023