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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 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 - Define: Steering Operations and Processes
January – February 2021
Webinar dates - 7 January and 4 February 2021

Module 2 - Design: Shaping Processes, Products and Services
February - April 2021
Webinar dates - 25 February and 25 March 2021

Module 3 - Deliver: Planning and Controlling Ongoing Operations
April – May 2021
Webinar dates - 15 April and 13 May 2021

Module 4 - Direct: Improving Operation's Capabilities
June – July 2021
Webinar dates - 3 June and 1 July 2021

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 - Define: 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.

Module dates:

  • Webinar 1 - Thursday 7 January 2021
  • Webinar 2 - Thursday 4 February 2021
  • Assignment Submission deadline - Thursday 18 February 2021

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:

  • 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 - Thursday 25 February 2021
  • Webinar 2 - Thursday 25 March 2021
  • Assignment Submission deadline - Thursday 8 April 2021

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:

  • 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 - Thursday 15 April 2021
  • Webinar 2 - Thursday 13 May 2021
  • Assignment Submission deadline - Thursday 27 May 2021

Lessons:

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

Module 4 - Direct: 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 - Thursday 3 June 2021
  • Webinar 2 - Thursday 1 July 2021
  • Assignment Submission deadline - Thursday 15 July 2021

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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