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Postgraduate Award in Service Operations Management


Services, both public and private, are significant parts of economies and good service has financial and reputational benefits for organisations.

Delivery mode: Online
Start date: January 2022

However, services are often difficult to get right as they are intangible leading to variation in how they are delivered and received by customers. Service Operations Management provides a suite of concepts, techniques and tools to evolve how services are designed and delivered.

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.

Who's it for?
This programme is for anyone involved in the design, delivery and improvement of services:

  • Organisations that wish to create a shared, common language for managing services
  • Consultants and managers focused on improving service quality and productivity
  • Service designers seeking to design and deploy new services.

Learning outcomes

  • Define what a service is and how they can be strategic to organisations and learn how to classify services in order to better manage them.
  • Learn how services are designed, and explore service scapes, service layout, flow, service blueprinting and new service development (NSD).
  • Describe the interplay between service demand and capacity through forecasting demand and planning capacity.
  • Understand 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.

Download a Postgraduate Award in Leading Service Operations brochure

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.

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