INMR92-Business Service Design

Module Provider: Business Informatics, Systems and Accounting
Number of credits: 20 [10 ECTS credits]
Terms in which taught: Spring term module
Non-modular pre-requisites:
Modules excluded:
Current from: 2019/0

Module Convenor: Prof Yinshan Tang


Type of module:

Summary module description:

INMR92 is concerned with a number of the fundamental concepts of business service, organisation design and business performance management. Its focus on service innovation using technologies and some widely adopted models and approaches in creating high-performing and adaptable enterprises, and concepts, methods and techniques for performance management and assessment.


This module aims at developing the understanding of business service design regarding service thinking concept and business performance management in the digital economy. This module will equip the student with the knowledge of business service innovation with a focus of service design, modularised organisation design, and performance management in the new service context.

Assessable learning outcomes:

On completion of the module students should be able to: 

  • Describe the key concept of business service design, including service, service system, business model, value co-creation, modular organisation architecture;  

  • Recognise and assess critically the business models to ensure digital technological elements are rightly integrated for adding value to the business;  

  • Conduct business service analysis and design an effective organisation within its market niche and review its business performance for the sustainability; 

  • Conduct methodologically a performance assessment based on the management requirements at different levels by using an appropriate set of key performance indicators; 

  • Provide sensible outcomes of performance assessment for the right people making the right decision at the right time; 

  • Capture and document business service, organisational design and performance assessment to support the agility for change of organisations. 

Additional outcomes:

Outline content:

This module will cover the following areas: 

  • Customer journey analysis and business model generation in the service context.

  • Service and service innovation concept, framework and approaches for business service design.

  • Performance management for maintaining an organisation’s quality, e.g. concepts of performance metrics, and their alignment with corporate strategy, critical success factors, key performance indicators (KPIs).

  • Performance assessment methods and techniques, e.g. benchmarking, balanced score card, total quality management.

Brief description of teaching and learning methods:

Teaching and learning methods includes face to face teaching, case study, group discussion, exercise, independent reading and research.

Contact hours:
  Autumn Spring Summer
Lectures 20
Seminars 2
Tutorials 8
Guided independent study:      
    Wider reading (independent) 30
    Advance preparation for classes 30
    Preparation for tutorials 10
    Essay preparation 100
Total hours by term 0 200 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:

The assessment consists of coursework only. 

Assessment will consist of a written coursework assignment (100%). In the coursework assignment, students will be expected to produce a management report which presents the achievements of the learning outcomes. The assignment will provide students an opportunity to communicate critically and concisely their findings which demonstrate their extended understanding of the subject. 

Students will be required to complete one report of 5,000 words. Submission term: Summer term, week 35.  

Formative assessment methods:

All lectures will indicate the core material with an introduction to the topics. These are followed by workshops where discussions and exercises on applying the methods and techniques into the given business scenarios and case studies will be carried out. Feedback will be provided in the end of each workshop for improvements and further considerations.

Penalties for late submission:
Penalties for late submission on this module are in accordance with the University policy. Please refer to page 5 of the Postgraduate Guide to Assessment for further information:

Assessment requirements for a pass:

Students will be required to obtain a mark of 50% overall based on the coursework.

Reassessment arrangements:

Reassessment will be by resubmitting the failed coursework.

Additional Costs (specified where applicable):

Cost Amount
1. Required text book £50.00


Last updated: 11 September 2019


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