| Module Code | BM 330 |
| Module Title | Managing Service Operations |
| Academic level | Level 3 |
| Credit value | 5 |
| Instruction | English |
| Pre-requisites | --- |
| Co-requisites | --- |
|
Rationale for Module |
In terms of the generation of GDP and employment, modern economies are service economies. Although covering a multitude of heterogeneous businesses and functions with a greater or lesser degree of interdependence on production, all service activities revolve around transforming resources into an intangible output that creates utility for customers. How this transformation process is organised so that companies can maximise customer satisfaction with the optimum use of resources is a central issue in all service professions. The interaction between staff and customers is crucial to how the latter view the service – especially in this sector quality management can prove a valuable tool. This module provides a comprehensive framework on these unique management issues and looks into the special characteristics of services and conditions necessary for success in the management of service organizations. The module plays an integrative role, linking together themes and knowledge of individual business functions from Level 2. It builds in particular on the modules ‘Managing the Organisation & Leadership’ and ‘Marketing’. |
| Aims |
This module aims to: 1. provide students with a systematic understanding of the key tools and techniques of modern service operations management 2. instil an appreciation of the role of service operations management in selecting, organising and managing operating systems in pursuit of corporate and market objectives 3. examine the need for quality management, explore and assess the methods used to measure service quality, and develop an understanding of the key steps involved in implementing a quality management system in the service sector |
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