MM3102: Managing Service Operations

Module code: MM3102

Module provider: Business Informatics, Systems and Accounting; Henley Business School

Credits: 20

Level: 6

When you'll be taught: Semester 1

Module convenor: Mr Nigel Spinks, email: nigel.spinks@henley.ac.uk

Module co-convenor: Dr Ajeseun Jimo, email: a.l.jimo@henley.ac.uk

Pre-requisite module(s):

Co-requisite module(s):

Pre-requisite or Co-requisite module(s):

Module(s) excluded:

Placement information: na

Academic year: 2024/5

Available to visiting students: Yes

Talis reading list: Yes

Last updated: 19 November 2024

Overview

Module aims and purpose

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.

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.

The module lead at the University of Reading Malaysia is Dr Elsie Fong.

Module learning outcomes

By the end of the module, it is expected that students will be able 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.

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.

Module content

Topics to be covered include:

1. An overview of services and service operations
2. Service strategy
3. Service design and the service encounter
4. Service quality and process improvement
5. Customer experience and people in operations
6. Managing service capacity and demand
7. Servitization

Structure

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.

This module may be taught in a different semester if you are studying at our campus in Malaysia.

For students studying at our campus in Malaysia: This module may be taught in a different semester and the breakdown of study hours may differ to those set out in the Study Hours table (please refer to the Module Handbook for the correct breakdown). In addition, you will be required to complete an additional 40 hours of study, taking the total number of study hours to 240 for this module. This is to comply with the Malaysian Quality Agency (MQA).

Study hours

At least 30 hours of scheduled teaching and learning activities will be delivered in person, with the remaining hours for scheduled and self-scheduled teaching and learning activities delivered either in person or online. You will receive further details about how these hours will be delivered before the start of the module.

Please note the independent study hours above are notional numbers of hours; each student will approach studying in different ways. We would advise you to reflect on your learning and the number of hours you are allocating to these tasks.

Semester 1 The hours in this column may include hours during the Christmas holiday period.

Semester 2 The hours in this column may include hours during the Easter holiday period.

Summer The hours in this column will take place during the summer holidays and may be at the start and/or end of the module.

Assessment

Requirements for a pass

Students need to achieve an overall module mark of 40% to pass this module.

Summative assessment

Penalties for late submission of summative assessment

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

Assessments with numerical marks

• 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 three working days;
• the mark awarded due to the imposition of the penalty shall not fall below the threshold pass mark, namely 40% in the case of modules at Levels 4-6 (i.e. undergraduate modules for Parts 1-3) and 50% in the case of Level 7 modules offered as part of an Integrated Masters or taught postgraduate degree programme;
• where the piece of work is awarded a mark below the threshold pass mark prior to any penalty being imposed, and is submitted up to three working days after the original deadline (or any formally agreed extension to the deadline), no penalty shall be imposed;
• where the piece of work is submitted more than three working days after the original deadline (or any formally agreed extension to the deadline): a mark of zero will be recorded.

Assessments marked Pass/Fail

• where the piece of work is submitted within three working days of the deadline (or any formally agreed extension of the deadline): no penalty will be applied;
• where the piece of work is submitted more than three working days after the original deadline (or any formally agreed extension of the deadline): a grade of Fail will be awarded.

The University policy statement on penalties for late submission can be found at: https://www.reading.ac.uk/cqsd/-/media/project/functions/cqsd/documents/qap/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.

Formative assessment

Formative assessment is any task or activity which creates feedback (or feedforward) for you about your learning, but which does not contribute towards your overall module mark.

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.

Reassessment

Additional costs