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Postgraduate Award in Service Operations Management

Course Details

How will I be taught? 
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 comprises of an expected 60 hours of combined teaching, guided self-study and independent self-study. Each module will feature two mandatory webinars, 4 lessons to complete, and a post module assignment.

Module 1 - Direct: steering operations and processes
January – February 2022
Webinar dates - 5 January and 2 February 2022

Module 2 - Design: shaping processes, products and services
February - April 2022
Webinar dates - 23 February and 23 March 2022

Module 3 - Deliver: planning and controlling ongoing operations
April – May 2022
Webinar dates - 13 April and 11 May 2022

Module 4 - Improve: improving operation's capabilities
June – July 2022
Webinar dates - 1 June and 29 June 2022

See drop down below for module details.

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

Module Information

Module 1 - Define: steering operations and processes

In this module, we will cover:

  • How to define service operations and processes, and the performance objectives, in light of competitive strategies
  • Understanding the managerial challenges which are associated with different types of service process
  • Defining the service concept, and learn how to create one for your business
  • How to close the gaps between customer expectations and perceptions of service, with a view to achieving service excellence.

Module dates:

  • Webinar 1 - Wednesday 5 January 2022
  • Webinar 2 - Wednesday 2 February 2022
  • Assignment Submission deadline - Wednesday 16 February 2022

Lessons:

In addition to the two webinars, each module comprises of four lessons, taught throughout four consecutive weeks. 

Module 2 - Design: shaping processes, products and services

In this module we will cover:

  • Servicescapes and their importance
  • Classifying service layout types and flow
  • Demonstrating service blueprinting and applying it to your business
  • How to appraise commonly used techniques for New Service Development (NSD).

Module dates:

  • Webinar 1 - Wednesday 23 February 2022
  • Webinar 2 - Wednesday 23 March 2022
  • Assignment Submission deadline - Wednesday 6 April 2022

Lessons:

In addition to the two webinars, each module comprises of four lessons, taught throughout four consecutive weeks. 

Module 3 - Deliver: planning and controlling ongoing operations

In this module we will cover:

  • Identifying the nature of demand and capacity in services
  • Applying demand forecasting techniques to services
  • Contrasting different approaches for service capacity planning
  • Understanding different approaches to managing queues
  • Aproaches to and implementation of flexible working.

Module dates:

  • Webinar 1 - Wednesday 13 April 2022
  • Webinar 2 - Wednesday 11 May 2022
  • Assignment Submission deadline - Wednesday 25 May 2022

Lessons:

In addition to the two webinars, each module comprises of four lessons, taught throughout four consecutive weeks. 

Module 4 - Improve: improving operation's capabilities

In this module we will cover:

  • How to define key measures of service performance
  • How to set service targets
  • The application of a suite of process improvement tools and techniques
  • Implementing a variety of organisational improvement programmes including Lean, Total Quality Management, Business Process Reengineering and Six Sigma.

Module dates:

  • Webinar 1 - Wednesday 1 June 2022
  • Webinar 2 - Wednesday 29 June 2022
  • Assignment Submission deadline - Wednesday 13 July 2022

Lessons:

In addition to the two webinars, each module comprises of four lessons, taught throughout four consecutive weeks. 

Module content More Less

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