MM3102-Service Operations

Module Provider: Business Informatics, Systems and Accounting
Number of credits: 20 [10 ECTS credits]
Terms in which taught: Autumn term module
Non-modular pre-requisites:
Modules excluded:
Current from: 2021/2

Module Convenor: Dr Phil Davies

Type of module:

Summary module description:

This module covers key concepts and theories within the area of service operations management. It is designed to introduce students to the particular challenges facing service organisations in an era where services contribute more to gross domestic product (GDP) than manufacturing. This module is designed to provide the theoretical and practical grounding for those students wanting to work within service organisations or service business units within manufacturing organisations.  


The aims of the module are to: 

- Introduce core theories of service operations management; 

- Describe the key concepts of service operations management, including, but not limited to, service design, service quality, service process improvement and managing service capacity and demand; 

- Explore and critique service operations and service design methods and tools. 

Assessable learning outcomes:

On completion of the module, students will be assessed on their ability to: 

1. Describe and explain the characteristics and the role of operations in service organisations. 

2. Select and apply key concepts and theories from service operations management in order to effectively design and manage a service operation. 

3. Critically assess selected academic and professional literature relevant to the design and man agement of service operations. 

4. Select and apply key concepts and theories to analyse and resolve service operations related problems and issues. 

5. Communicate information effectively in the required format in the evaluation of service operations management topics. 

Additional outcomes:

In addition, the module aims to encourage development of oral and written communication skills and team working in both formal and informal environments. Activities are designed to encourage both independent and collaborative learning skills, including reflection. Students are encouraged to develop investigative skills through the use of Web-based and other resources. 

Outline content:

Topics to be covered include: 

1. An overview of services and service operations 

2. Service strategy 

3. Service design and the service encounter 

4. Service quality and process improvement 

5. Managing and designing service supply chains 

6. Managing service capacity and demand  

7. Servitization 

Brief description of teaching and learning methods:

A blended teaching approach will be used with core material being covered in lectures in which class interaction will be encouraged. These will be supported by seminars which will include individual and group-based activities on relevant topics and be linked to development of the individual assignment and exam. 

Contact hours:
  Autumn Spring Summer
Lectures 20
Seminars 8
Guided independent study:      
    Wider reading (independent) 72
    Wider reading (directed) 20
    Advance preparation for classes 20
    Preparation for seminars 12
    Essay preparation 32
Total hours by term 0 0
Total hours for module 200

Summative Assessment Methods:
Method Percentage
Written assignment including essay 100

Summative assessment- Examinations:

Summative assessment- Coursework and in-class tests:

One individual assignment of 5,000 words. The essay will cover a major area of service operations management presented in the syllabus.  

The student will be required to choose a topic from the module, analyse that topic using appropriate literature and illustrate with appropriate use of theory, frameworks and tools with examples of the topic from practice.  

The submission date for the assignment will be week 1 of the Spring term.  

Formative assessment methods:

Seminars will be organised to allow students to apply and test their understanding of core module concepts in a practical environment. These seminars will be structured to align with the assignment brief.  

Online support will also be available. 

Penalties for late submission:

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:

Students will be required to obtain a mark of 40% overall based on the coursework.  

Reassessment arrangements:

Reassessment will be by resubmitting the failed coursework

Additional Costs (specified where applicable):

Required textbook (ebook and online resources combined): McGraw-Hill Connect for the following eBook: Service Management: Operations, Strategy, Information Technology (2018). Bordoloi, S., Fitzsimmons, J., and Fitzsimmons, 9th Ed. M. McGraw-Hill Education: New York.

Connect includes an eBook and online resources which are used within the module (these are optional, but very beneficial).

Approximate cost of connect with eBook: £42 (the textbook is £59.99, with no access to the online materials). Connect with the eBook can be purchased using the following link:

Last updated: 12 April 2021


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