Download a brochure »

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 eight 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.

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 post module assignment.

Module 1 - Direct: Steering Operations and Processes
November 2019 – February 2020
Webinar dates - 5 November 2019 and 17 December 2019

Module 2 - Design: Shaping Processes, Products and Services
February - April 2020
Webinar dates - 4 February 2020 and 17 March 2020

Module 3 - Deliver: Planning and Controlling Ongoing Operations
April – June 2020
Webinar dates - 14 April 2020 and 26 May 2020

Module 4 - Improve: Improving Operation's Capabilities
June – September 2020
Webinar dates - 23 June 2020 and 4 August 2020

See drop down below for module details and webinar session dates.

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 - Direct: Steering Operations and Processes

In this module, we will cover:

  • 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 business.

Module dates:

  • Webinar 1 - Tuesday 5 November 2019, 7:00 GMT
  • Webinar 2 - Tuesday 17 December 2019, 7:00 GMT
  • Assignment Submission deadline - Tuesday 4 February 2020, 24:00 GMT

The course is comprised of 4 modules with an expected 60 hours of combined teaching, guided self-study and independent self-study per module. 

Module 2 - Design: Shaping Processes, Products and Services

In this module we will cover:

  • 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).

Module dates:

  • Webinar 1 - Tuesday 4 February 2020, 7:00 GMT
  • Webinar 2 - Tuesday 17 March 2020, 7:00 GMT
  • Assignment Submission deadline - Tuesday 14 April 2020, 24:00 BST

The course is comprised of 4 modules with an expected 60 hours of combined teaching, guided self-study and independent self-study per module. 

Module 3 - Deliver: Planning and Controlling Ongoing Operations

In this module we will cover:

  • 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.

Module dates:

  • Webinar 1 - Tuesday 14 April 2020, 7:00 GMT
  • Webinar 2 - Tuesday 26 May 2020, 7:00 GMT
  • Assignment Submission deadline - Tuesday 23 June 2020, 24:00 BST

The course is comprised of 4 modules with an expected 60 hours of combined teaching, guided self-study and independent self-study per module. 

Module 4 - Improve: Improving Operation's Capabilities

In this module we will:

  • 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.

Module dates:

  • Webinar 1 - Tuesday 23 June 2020, 7:00 GMT
  • Webinar 2 - Tuesday 4 August 2020, 7:00 GMT
  • Assignment Submission deadline - Tuesday 3 September 2020, 24:00 BST

The course is comprised of 4 modules with an expected 60 hours of combined teaching, guided self-study and independent self-study per module. 

Module content More Less

Join the conversation

WBS on social media