BUSI42W15: Delivering Service Excellence (ONLINE)

• None.

• None.

• BUSI43J15: Delivering Service Excellence (Taught)

• To provide a comprehensive overview of the strategic and operational dimensions of service delivery
• To develop an understanding of, and ability to critically examine, the quality of service provision in a range of sectors/organisations that depend upon excellence for competitive advantage
• To equip students with the conceptual and practical skills needed to successfully develop service delivery, management and recovery plans

• Models of marketing and operations services management
• Capacity, forecasting and demand management in service operations
• Managing customer expectations and perceptions
• The role of customers in services
• Service quality, productivity and performance measurement
• Service recovery and service guarantees
• Service innovation - developing and delivering new services
• Integrated services marketing communications strategies
• Customer loyalty development strategies

Subject-specific Knowledge:

• By the end of the module students should:
• have a critical understanding of the nature, form and structure of service delivery;
• have a grounded understanding of strategic and operational dimensions of service industries;
• have a critical appreciation of the importance of service excellence to competitive advantage.

Subject-specific Skills:

• By the end of the module students should:
• be able to examine and critically evaluate service performance/delivery;
• be able to develop an appropriate service management strategy;
• be able to critically evaluate the value of service excellence to an organisation.

Key Skills:

• Effective written communication skills
• Planning, organising and time management skills
• Problem solving and analytical skills
• The ability to use initiative
• Advanced skills in the interpretation of data
• Advanced computer literacy skills

• The module is delivered via online learning, divided up into study weeks with specially produced resources within each week. Resources vary according to the learning outcomes but normally include: video content, directed reading, reflection through activities, opportunities for self-assessment and peer-to-peer learning within a tutor-facilitated discussion board. Tutors provide feedback on formative work and facilitate discussion board communication as well as being available for individual consultation as necessary (usually by email and Skype).
• The summative assessment of the module is designed to test the acquisition and articulation of knowledge and critical understanding, and skills of application and interpretation within the business context.

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