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Postgraduate Award in Driving Service Performance

Course Details

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. Each module is supported by two interactive webinars in which WBS tutors help you explore service strategy issues and case studies.

Each module will comprise of four lessons, and there will be a 1,500 word post- module assignment.

Module 1: Service strategy
September - October 2020 
Webinar dates - 16 September and 14 October 2020 

Module 2 - Measuring and improving service quality and customer satisfaction
November - December 2020 
Webinar dates - 4 November and 2 December 2020 

Module 3 - Strategies for managing service networks
January – February 2021 
Webinar dates - 6 January and 3 February 2021

Module 4 - Driving Improvements through Service Recovery
February – March 2021 
Webinar dates - 24 February and 24 March 2021

See drop down below for module details and webinar session dates.

Assessment
Your progress is actively reviewed through tests, talking points, and case studies, and you will have online tutor support through set activities throughout your study period. To embed your learning and develop direct impact in your professional capacity, you will complete an end of module assignment by applying the principles to your workplace.*

*This may be subject to change

Module Information

Module 1 - Service Strategy

In this module, we will cover:

  • Service strategy 
  • The service value chain 
  • Application of the service value chain
  • Understanding the drivers of service performance

Module dates:

  • Webinar 1 - Wednesday 16 September 2020
  • Webinar 2 - Wednesday 14 October 2020
  • Assignment Submission deadline - Wednesday 28 October 2020

The module is comprised of 4 lessons with an expected 75 hours of combined teaching, assessment writing/research, and guided and independent self-study per module.

Module 2 - Measuring and improving service quality and customer satisfaction

In this module we will cover:

  • Measuring expectation and perception gaps 
  • Alternative approaches to measuring service quality 
  • Qualitative analysis of the customer experience 
  • Measuring customer loyalty

Module dates:

  • Webinar 1 - Wednesday 4 November 2020
  • Webinar 2 - Wednesday 2 December 2020
  • Assignment Submission deadline - Wednesday 16 December 2020

The module is comprised of 4 lessons with an expected 75 hours of combined teaching, assessment writing/research, and guided and independent self-study per module.

Module 3 - Strategies for managing service networks

In this module we will cover:

  • Understanding service networks 
  • Do-buy decisions 
  • Managing supplier relationships 
  • Types of supplier relationships

Module dates:

  • Webinar 1 - Wednesday 6 January 2021
  • Webinar 2 - Wednesday 3 February 2021
  • Assignment Submission deadline - Wednesday 17 February 2021

The module is comprised of 4 lessons with an expected 75 hours of combined teaching, assessment writing/research, and guided and independent self-study per module.

Module 4 - Driving Improvements through Service Recovery

In this module we will:

  • Demonstrate how process mapping can be applied to services
  • Describe how Critical Incident Technique can be used to analyse service episodes
  • Explain what Lean service is and how it can be applied
  • Critique approaches to service recovery.

Module dates:

  • Webinar 1 - Wednesday 24 February 2021
  • Webinar 2 - Wednesday 24 March 2021
  • Assignment Submission deadline - Wednesday 7 April 2021

The module is comprised of 4 lessons with an expected 75 hours of combined teaching, assessment writing/research, and guided and independent self-study per module.

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