Service Operations Management

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.

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?

Insights relevant to your organisation
Insights relevant to your organisation

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.

Learning to fit your schedule
Learning to fit your schedule

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.  

Implement knowledge straight to your work
Implement knowledge straight to your work

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.

Student experiences

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.

Related Research
Strategy and Organisational Change
How to turn rivalry into an opportunity

Shemuel Lapronti reveals how the social tensions between neighbourhoods in Siena show us how to emerge from rivalries stronger.