Join us to learn how to enhance customer service, reduce costs, and improve your organisation's capabilities.
Our unique curriculum has been developed by the team behind the bestselling book, Operations & Process Management. Your learning will be completed entirely online, in four modules each taking six weeks.
Delivered by a combination of web-enabled tutorials, live lectures, and online coaching, you will apply the principles to your workplace and learn to improve business processes.
Entry requirements and fee
You will need either a first degree or have at least five years relevant work experience. A basic knowledge of IT skills and browsing is also required and please note that the course will be undertaken beyond the reach of employer firewalls.
For further information about this programme, please contact us on +44 (0)24 7652 4395 or email firstname.lastname@example.org
You will be eligible for the Postgraduate Certificate in Service Excellence when you complete both the Postgraduate Award in Service Operations Management and Postgraduate Award in Improving Service Delivery.
How will I be taught?
Your learning will be completed entirely online, in four modules, each taking six weeks. You will have access to high quality learning materials authored by the Warwick team, supplemented by a range of videos, podcasts, articles and papers.
Module 1: Direct
Focus on the strategic importance of operations and process management. Explore some of the unique drivers in your environment, and create a language for service operations management.
Module 2: Deliver
Focus on the service operation's ability to deliver its service outcomes cost effectively, on time, and to the required quality standard. Learn about the choices and drivers of capacity management in a service environment, and look at the tools and techniques that support resource planning and control. Consider the lean principles of the Toyota Production Philosophy and how these can be applied in a service environment.
Module 3: Design
Focus on some of the critical design decisions facing service organisations and look at what drives decision-making, in both process design and supply chain design. Consider the impact of location, capacity, outsourcing, and offshoring.
Module 4: Develop
Focus on methods and concepts for improving the operation's capability. Consider process improvement, quality management, and risk management. Take a holistic view. Improvement is largely a strategic imperative and is built into the strategic direction: quality, process efficiency, and risk management should be designed into the processes, and delivery mechanisms should place an emphasis on continuous improvement.
Your progress is tested by Multiple Choice Question tests and case studies, and you will have an online tutor to help and support you throughout your study period. Finally, you will complete an end of module assignment of 1,500 words by applying the principles to your workplace.*
*This may be subject to change