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: 2022/3

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 management 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 experience

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 12
Seminars 10
Supervised time in studio/workshop 10
Guided independent study:      
    Wider reading (independent) 70
    Wider reading (directed) 20
    Advance preparation for classes 20
    Preparation for tutorials 10
    Preparation for seminars 10
    Essay preparation 38
Total hours by term 200 0 0
Total hours for module 200

Summative Assessment Methods:
Method Percentage
Written assignment including essay 25
Report 75

Summative assessment- Examinations:

Summative assessment- Coursework and in-class tests:

There are two summative assessments for this module.

First, one individual assignment of 500 words worth 25% of the module. It takes the form of a short individual written assignment involving the analysis of an operations management statement or case study using appropriate content from the module. The assignment task will be released at the start of week 5 and students will have until the end of week 7 to complete the task.

Second, one individual report of 2,500 words worth 75% of the module. The report will cover a major area of service operations management presented in the syllabus.  The students will be required to identify a contemporary service operations management problem, challenge or opportunity faced by organisations today and analyse it in detail using relevant content from the module. The submission date for the report 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.  

Assessment requirements for a pass:

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

Reassessment arrangements:

Reassessment for submission one will be an alternative assessment.

Reassessment for submission two will be submission of a new report against the original brief.

Additional Costs (specified where applicable):

The compulsory text for this course is the following textbook:

Johnstone, R., Shulver, G., Slack, N., & Clark, G. (2021). Service Operations Management. 5th Edition. Pearson. Available at: Approximately £55 new. 


Last updated: 22 September 2022


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