| CODE | MGT5205 | ||||||||
| TITLE | Service Design and Operations Strategy | ||||||||
| UM LEVEL | 05 - Postgraduate Modular Diploma or Degree Course | ||||||||
| MQF LEVEL | 7 | ||||||||
| ECTS CREDITS | 5 | ||||||||
| DEPARTMENT | Business and Enterprise Management | ||||||||
| DESCRIPTION | This study-unit goes beyond the basic approach of addressing challenges involved in service performance. It involves the analysis and design of service systems in a variety of contexts for the effective implementation of the chosen Operations Strategy. The study-unit focuses on both the underlying economics and the difficulty of managing various service operations. Specific industry case studies will highlight contrasting approaches to service design and the role that operations strategy has in organisations. Participants will be exposed to a range of concepts, frameworks, and techniques useful in developing and implementing operations strategies. The unit consists of the following themes: theory and context of operations and managerial systems in service delivery, the nature and concept of services, service-dominant logic and value co-creation, the development and implementation of operations strategy, reducing variability in service systems, assessment of quality benchmarks and their role in various system improvements, models for improvement in service design, the role of technology in services, and the integration of service supply chains. Study-unit Aims: This study-unit focuses on strategic service operations management. It provides students with an understanding of the key issues involved in designing breakthrough service, and the processes involved in developing and implementing Operations Strategy. Learning Outcomes: 1. Knowledge & Understanding By the end of the study-unit the student will be able to: 1. recognise, anticipate and characterise specific challenges in service-based organisations; 2. establish and critically examine how organisations can improve the quality of their service through an effective operations strategy; 3. understand how Operations Strategy integrates, aligns and interacts with other organisational strategies; 4. recognise the need to measure the performance of operations strategy implementation through suitable areas of measurement. 2. Skills By the end of the study-unit the student will be able to: 1. critically evaluate and recommend improvements to the design and implementation of service delivery systems; 2. choose and systematically apply appropriate models and tools in strategic operations management; 3. choose appropriate practices for implementing Operations Strategy in different environments; 4. evaluate how technology could lead to an improvement of service, customer relationships, and globalization. Main Text/s and any supplementary readings: Main Text: - Fitzsimmons J.A., Fitzsimmons, M.J. (2013) Service Management : Operations, Strategy, and 福利在线免费 Technology. McGraw-Hill. Supplementary Text: - Brown S., Lamming R. C., Bessant J. (2012) Strategic Operations Management, Butterworth Heinemann, Oxford. - Gronroos, C. (2015) Service Management and Marketing: Customer Management in Service Competition. Wiley. - Harrison, Skipworth, Van Hoe and Aitken (2019) 'Logistics Management and Strategy, Competing through the Supply Chain' (6th Edition). - Krajewski L and Malhotra, M.K.(2015) Operations Management: Processes and Supply Chains. Prentice Hall, Hemel Hempstead. - Wisner, Tan and Leong (2012) 'Principles of Supply Chain Management, A Balanced Approach' (3rd Edition). |
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| STUDY-UNIT TYPE | Lecture | ||||||||
| METHOD OF ASSESSMENT |
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| LECTURER/S | Martin Zammit |
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The University makes every effort to ensure that the published Courses Plans, Programmes of Study and Study-Unit information are complete and up-to-date at the time of publication. The University reserves the right to make changes in case errors are detected after publication.
The availability of optional units may be subject to timetabling constraints. Units not attracting a sufficient number of registrations may be withdrawn without notice. It should be noted that all the information in the description above applies to study-units available during the academic year 2025/6. It may be subject to change in subsequent years. |
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