Driving Service Performance

Course content

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 management issues and case studies.

Module 1: Service strategy

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

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Module 2: Measuring and improving service quality and customer satisfaction

  • Measuring the gaps in customer expectations and perceptions 
  • Qualitative analysis of the customer experience 
  • Measuring customer loyalty
  • Designing performance management systems.

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Module 3: Strategies for managing service networks

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

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Module 4: Driving improvements through service recovery

  • Learning from service failures
  • Analysing and managing customers complaints
  • Managing robust service recovery processes
  • Designing service guarantees that drive improvement.

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Teaching methods  

The course is comprised of 4 modules with an expected 60 hours of combined teaching, guided self-study and independent self-study per module. Each module will feature two mandatory webinars, 4-5 lessons to complete, and a 1,500 word post-module assignment.


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