ULMS Electronic Module Catalogue |
The information contained in this module specification was correct at the time of publication but may be subject to change, either during the session because of unforeseen circumstances, or following review of the module at the end of the session. Queries about the module should be directed to the member of staff with responsibility for the module. |
Title | SERVICE OPERATIONS MANAGEMENT | ||
Code | EBUS634 | ||
Coordinator |
Dr BD Pinnington Operations and Supply Chain Management B.Pinnington@liverpool.ac.uk |
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Year | CATS Level | Semester | CATS Value |
Session 2019-20 | Level 7 FHEQ | First Semester | 15 |
Pre-requisites before taking this module (other modules and/or general educational/academic requirements): |
Modules for which this module is a pre-requisite: |
Programme(s) (including Year of Study) to which this module is available on a required basis: |
Programme(s) (including Year of Study) to which this module is available on an optional basis: |
Teaching Schedule |
Lectures | Seminars | Tutorials | Lab Practicals | Fieldwork Placement | Other | TOTAL | |
Study Hours |
36 |
36 | |||||
Timetable (if known) | |||||||
Private Study | 114 | ||||||
TOTAL HOURS | 150 |
Assessment |
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EXAM | Duration | Timing (Semester) |
% of final mark |
Resit/resubmission opportunity |
Penalty for late submission |
Notes |
Examination There is a resit opportunity. Standard UoL penalty applies for late submission. This is an anonymous assessment. Assessment Schedule (When) :Semester one | 120 minutes | 40 | ||||
CONTINUOUS | Duration | Timing (Semester) |
% of final mark |
Resit/resubmission opportunity |
Penalty for late submission |
Notes |
Individual written assignment There is a resit opportunity. Standard UoL penalty applies for late submission. This is an anonymous assessment. Assessment Schedule (When) :Semester one | 2500- words | 60 |
Aims |
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The aims of the module are to: Provide students with an understanding of the importance of services and the implications of service logic on the customer relationship; Enable students to gain a broad understanding of the operational principles and practices through which services are delivered and supported; Introduce students to the key service concepts including value, servitization and service dominant logic. |
Learning Outcomes |
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(LO1) Understand the difference between services and business processes; |
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(LO2) Understand the principles and practices of service delivery; |
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(LO3) Understand the principles and practices of service support; |
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(LO4) Understand key theoretical concepts in service management such as SDL, value and servitization; |
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(LO5) Be aware of wider social and environmental consequences of service management. |
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(S1) Problem solving skills |
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(S2) Commercial awareness |
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(S3) Organisational skills |
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(S4) Communication skills |
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(S5) Lifelong learning skills |
Teaching and Learning Strategies |
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Lectures x 36 hours Lectures will be a mixed delivery format including presented material, case study illustrations, class discussions and exercises. Opportunities will be provided to encourage students to apply service principles in the context of well-known service organisations. Self-directed learning x 114 hours Self-directed learning hours will be used for carrying out assignment and self-study topics covered in lectures, including guided reading. |
Syllabus |
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Introduction to Service Operations: Service processes: Capacity and demand management: Service availability; Availability and continuity management; Service support; Day to day support operations: service desks; incident and problems management through which customer issues are reported, rectified and then preventing from reoccurring; Service improvement; Service levels: defining, measuring, meeting service levels, SLAs and O LAs; Change management processes through which service upgrades are planned and managed; Value and cost management; Delivering services effectively and efficiently; Perspectives on value: from value chains to value-in-use; The impact of service dominant logic on value delivery, and the pre-eminence of customer perceptions of value; Value co-creation through service delivery; Managing costs without compromising value; Supply chain perspectives on services; Sub-contracting and outsourcing of services; Operational interfaces with suppliers and with business owners; Public and third sector service operations; Drawing on contemporary research, real world examples are used to illustrate challenges facing managers in these sectors where increased demands need to be met with reduced budgets; Extended services and future trends; Effects of sustainability and broader stakeholder groups on service management; < p>Environmental and social impacts from service operations;The future of service delivery and the potential of new technology. |
Recommended Texts |
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Reading lists are managed at readinglists.liverpool.ac.uk. Click here to access the reading lists for this module. |