Service Operations Management

• Credit value: 15 credits at Level 6
• Convenor and tutor: Nick Pronger
• Assessment: a 15-minute group presentation (50%) and 2000-word individual case study (50%)

In this module you will be required to analyse and evaluate key components of service operation processes and identify their impact on customer experience in the food and beverage business.

Indicative syllabus

• The concept of services operations management, processes and performance
• Designing the service process
• Designing the customer experience
• Supply networks and supplier relationships
• Capacity management, planning and demand
• Service quality systems
• Measurement, control and management of services
• Customer relationships, managing customer expectations and perceptions
• Organisation, management and motivation of front and back of house staff
• Key elements for service operations improvement

By the end of this module, you will be able to:

• design and develop a services operations management strategy
• demonstrate creativity and problem-solving in the design and delivery of the service process and the development of appropriate customer service systems and experiences
• evaluate relevant systems to ensure the effective management of customer relationships, expectations and perceptions
• critically evaluate a range of systems and processes utilised in the process of capacity planning and demand
• identify elements necessary for effective supplier networks and relationships
• critically appraise systems of measurement, control and continuous improvement.