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
Year CATS Level Semester CATS Value
Session 2023-24 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 20

5

        25
Timetable (if known)              
Private Study 125
TOTAL HOURS 150

Assessment

EXAM Duration Timing
(Semester)
% of
final
mark
Resit/resubmission
opportunity
Penalty for late
submission
Notes
             
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    70       
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    30       

Aims

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, servitisation and service dominant logic.


Learning Outcomes

(LO1) Understand the difference between services and business processes;

(LO2) Understand the principles and practices of service delivery;

(LO3) Understand the principles and practices of service support;

(LO4) Understand key theoretical concepts in service management such as SDL, value and servitisation;

(LO5) Be aware of wider social and environmental consequences of service management.

(S1) Problem solving skills

(S2) Commercial awareness

(S3) Organisational skills

(S4) Communication skills

(S5) Lifelong learning skills


Teaching and Learning Strategies

2 hour lecture x 10 weeks
1 hour seminar x 5 weeks
125 hours self-directed learning

Self-directed learning hours will be used for carrying out assignment and self-study topics covered in lectures, including guided reading.


Syllabus

 

Introduction to Service Operations:
Definitions and the nature of services;
Increasing importance of services;
The people dimension, attitudes of staff, customers and managers; The significance of time.

Service processes:
Delivery channels and service design;
Brand and the volume verses variety trade off;
Process mapping and process improvement.

Capacity and demand management:
Planning and capacity;
Ensuring that peaks in demand are predicted and managed cost-effectively;
Matching of capacity and demand;
Demand management;
Consequences of excess demand.

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 OLAs;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;

Environmental and soci al impacts from service operations;

The future of service delivery and the potential of new technology.


Recommended Texts

Reading lists are managed at readinglists.liverpool.ac.uk. Click here to access the reading lists for this module.