The course is relevant whether you work in a for-profit or a public sector service organisation. Or you may work in a manufacturing company which seeks opportunities to compete on your service offerings by improving the quality, efficiency and effectiveness of your services.
Improve the design, delivery and development of your service processes
Service Operations Management is a part-time, online course that will provides you with a suite of service management concepts, techniques and tools, to help you develop and improve your service processes.
You will focus on the design, delivery and improvement of the customer experience from an operations management perspective. You will have opportunities to analyse and develop the service concept, which defines the service value your organisation is offering your customers. You will then design robust service processes which support the service concept, and build service delivery systems which make effective use of resources, whilst also meeting or exceeding customer expectations.
- Start Date January 2023
- Duration 6 months
- Location Online
- Format Part-time
- Fees £3,850 *
* See fees and funding for fees breakdown.
"During this course we aim to inspire you to find new ways of developing and improving your services. We provide tools and techniques which you can apply to your own organisation in order to improve the design of your service processes. By learning best practices in service operations management, you will be taking a critical look at your service delivery systems with a view to honing and refining the process so as to satisfy (or delight!) your customers. In today’s competitive and turbulent business environment, building robust service delivery systems and making effective use of resources has never been more important.”
What will I learn on this course?
- Learn how to analyse and develop the design of service processes, to improve the servicescape, service layout and flow, and new service development (NSD) processes
- Understand how to analyse service demand so that you can improve your organisation’s response to demand, by planning and effectively managing service capacity
- Explore how capacity management can be improved through effective queue design and implementation of flexible working
- Learn how to apply Lean principles, tools, and techniques, to improve the customer experience and service outcomes.
Why should I do this course?
Your learning will be completed entirely online, in four modules, each taking around six weeks. You will have access to high quality learning materials, supplemented by a range of videos, podcasts, articles and papers.
You will learn about the key concepts in service operations management and how to apply them to services in your organisation. There is an emphasis on application so what you learn can be implemented to create sustained competitive advantage.
What is a Postgraduate Award?
Postgraduate Awards (PGAs) can be a great way back into higher education if you haven’t studied for a while, and can enhance your working practice or prepare you for a career change. They offer a concentrated period of study, to enable you to rapidly delve into a subject area and develop direct application to projects within your organisation. You will participate alongside like-minded professionals, and be taught by expert faculty, active in the field in which you are studying. This programme awards a Postgraduate Award from the University of Warwick.