NBS8341 : Strategic Service Management
- Offered for Year: 2024/25
- Module Leader(s): Dr Xiaotian Xie
- Owning School: Newcastle University Business School
- Teaching Location: Newcastle City Campus
Semesters
Your programme is made up of credits, the total differs on programme to programme.
| Semester 2 Credit Value: | 10 |
| ECTS Credits: | 5.0 |
| European Credit Transfer System | |
Aims
Services have begun to permeate every aspect of our lives. Managing the delivery of these services, however, is not as simple as it may seem. Most of our understanding of service management has evolved from and remains grounded in the manufacturing context, with services being considered ‘a special case’. This module intends to give the students an appreciation of the challenges posed by service processes and help them approach solutions to service problems. The module would cover a wide variety of traditional and contemporary service management issues.
Outline Of Syllabus
This module covers four key themes in Service Operations Strategy and Management
1. Service strategy
2. Service interactions and relationships
3. The management of service operations
4. Operations improvement in service
Teaching Methods
Teaching Activities
| Category | Activity | Number | Length | Student Hours | Comment |
|---|---|---|---|---|---|
| Scheduled Learning And Teaching Activities | Lecture | 7 | 2:00 | 14:00 | PiP lectures |
| Guided Independent Study | Assessment preparation and completion | 1 | 30:00 | 30:00 | N/A |
| Guided Independent Study | Directed research and reading | 1 | 33:00 | 33:00 | N/A |
| Scheduled Learning And Teaching Activities | Small group teaching | 3 | 1:00 | 3:00 | PiP seminars |
| Guided Independent Study | Independent study | 1 | 19:00 | 19:00 | N/A |
| Scheduled Learning And Teaching Activities | Scheduled on-line contact time | 1 | 1:00 | 1:00 | N/A |
| Total | 100:00 |
Teaching Rationale And Relationship
The lectures would approach the issue of service management from diverse perspectives, tackling problem pertaining the service concept and the service package, service operations, service quality, customer experience, service specification, and people management. Insights would be drawn through examples of different sectors. The seminars would focus on contemporary service management issues through a combination of case studies and discussion on current events. To simulate the interactive and relational nature of services, the students will work in groups to deliver a presentation and report assessing demonstrating their knowledge of service management concepts through application on a real-world service problem.
Assessment Methods
The format of resits will be determined by the Board of Examiners
Other Assessment
| Description | Semester | When Set | Percentage | Comment |
|---|---|---|---|---|
| Essay | 2 | M | 100 | Individual report, 2,000 words |
Formative Assessments
Formative Assessment is an assessment which develops your skills in being assessed, allows for you to receive feedback, and prepares you for being assessed. However, it does not count to your final mark.
| Description | Semester | When Set | Comment |
|---|---|---|---|
| Essay | 2 | M | Assessment Clinic |
Assessment Rationale And Relationship
The courseworks assesses the students' understanding of how services are designed, executed, delivered, managed, and evaluated. It would test them on their understanding service management concepts and their application to a real service problem. The groupwork is also simulate the interactive and evolving nature of service delivery. Finally, reflecting the research-led and research-based nature of the module, the students would be encouraed to collect primary and/or secondary data on a service operation/business and develop recommendations for improving it.
Reading Lists
Timetable
- Timetable Website: www.ncl.ac.uk/timetable/
- NBS8341's Timetable