MQM1MSD-Managing Service Delivery

Module Provider: International Business and Strategy
Number of credits: 10 [5 ECTS credits]
Terms in which taught: Autumn / Spring / Summer module
Non-modular pre-requisites:
Modules excluded:
Current from: 2020/1

Module Convenor: Mr Nigel Spinks


Type of module:

Summary module description:

The economic contribution of services exceeds that of other sectors in an increasing number of countries worldwide. In addition, the growth of servitization means that services have become increasingly important, even to manufacturing companies. The Managing Service Delivery elective module responds to the resulting opportunities and challenges by focusing on the key principles that underpin service delivery in order to provide a theoretical and practical grounding for those aspiring to manage and lead the provision of services to their organisation’s internal and external customers.  


The Managing Service Delivery module is designed for practicing managers and early career high potential employees who are likely to fast track into senior leadership positions, to enable them to:


  • Identify the characteristics of service operations and the implications for service delivery

  • Select and apply appropriate tools and techniques to design, manage and improve service processes

  • Evaluate their own and their organisation’s design and management of service delivery

  • Formulate appropriate approaches to improving service delivery

Assessable learning outcomes:

On completion of the module, programme members will be able to demonstrate their ability to:


  1. Critically evaluate the applicability of module theories and concepts to service delivery in specific contexts 

  2. Describe and analyse the design and management of service delivery, using appropriate models and frameworks 

  3. Identify opportunities to improve service delivery and formulate appropriate stra tegies for achieving that improvement

  4. Communicate the results of analysis clearly and confidently, through a written report

Additional outcomes:

By the end of the module it is expected that programme members will be able to demonstrate their ability to:


  • Work autonomously, as well as collaboratively, managing their process of study, prioritising appropriately

  • Manage the research process to gather required information and data with minimum of guidance

  • Select and use appropriate tools, models and frameworks to develop a critical analysis of a business situation 

Outline content:

Topics to be covered include:


  1. The nature of service operations and key dimensions of service strategy

  2. Service delivery system and process design

  3. Meeting customer demand for service, including forecasting and capacity management

  4. Measuring and improving service delivery

Global context:

The module draws on research and practice examples from around the world.

Brief description of teaching and learning methods:

This is a self-study module, comprising an online study guide with core and further readings, supported by webinars, practice application exercises, a discussion forum, and multi-media learning objects, including video.


The contact hours are a guide and the terms taught will vary depending on the start date of the cohort.

Contact hours:
  Autumn Spring Summer
Seminars 4
Work-based learning 35
Guided independent study:      
    Wider reading (independent) 20
    Wider reading (directed) 20
    Completion of formative assessment tasks 5
    Essay preparation 16
Total hours by term 0 0 100
Total hours for module 100

Summative Assessment Methods:
Method Percentage
Written assignment including essay 100

Summative assessment- Examinations:

Summative assessment- Coursework and in-class tests:

One 2,500 individual written assignment with a weight of 100% of the final assessment mark; submission dates according to intake schedule.

Formative assessment methods:

The module includes a series of practice applications designed to help develop deeper understanding of module concepts and frameworks by applying them to contexts/problems identified by the programme member. An online discussion forum monitored by a Henley based tutor supports these activities.

Penalties for late submission:

The below information applies to students on taught programmes except those on Postgraduate Flexible programmes. Penalties for late submission, and the associated procedures, which apply to Postgraduate Flexible programmes are specified in the policy “Penalties for late submission for Postgraduate Flexible programmes”, which can be found here:
The Support Centres will apply the following penalties for work submitted late:

  • 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 five working days;
  • where the piece of work is submitted more than five working days after the original deadline (or any formally agreed extension to the deadline): a mark of zero will be recorded.
The University policy statement on penalties for late submission can be found at:
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.

Assessment requirements for a pass:

An overall mark of 50% for the individual written assignment.

Reassessment arrangements:

Reassessment by 100% assignment (capped at 50%); to be submitted within 6 weeks of notification of module failure, date dependent on cohort entry and to be advised by the Programme Administrator.

Additional Costs (specified where applicable):

Required text books - £55


The cost of textbooks and study aids for apprentices are met by the University of Reading as per the Education and Skills Funding Agency Regulations.

Last updated: 29 October 2020


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