Postgraduate Award in Service Operations Management

Programme structure

Your learning will be completed entirely online, in four modules, each taking around 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 - Direct: Steering Operations and Processes

Webinar dates - 11 Jan 2023 and 8 February 2023

  • Identify service, services and the idiosyncrasies of the management of them 

  • Define the strategic nature of service excellence 

  • Classify different types of service and describe their differences 

  • Explain what a service concept is and create one for your business.

Full details
Module 2 - Design: Shaping Processes, Products and Services

Webinar dates - 1 March 2023 and 29 March 2023

  • Illustrate servicescapes and explain their importance 

  • Classify service layout types and flow 

  • Demonstrate service blueprinting and apply it to your business

  • Appraise commonly used techniques for New Service Development (NSD). 

Full details
Module 3 - Deliver: Planning and Controlling Ongoing Operations

Webinar dates - 19 April 2023 and 17 May 2023

  • Identify the nature of demand and capacity in services 

  • Apply demand forecasting techniques to services

  • Contrast different approaches for service capacity planning 

  • Define and analyse different approaches to measuring service quality such as SERVQUAL, SERVPERF and Net Promoter Score. 

Full details
Module 4 - Improve: Improving Operation's Capabilities

Webinar dates - 7 June 2023 and 5 July 2023

  • 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.

Full details

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.

Assessment

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

 

Assessment
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