Service Operations Management Evolve how your services are designed and delivered
Course content 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. 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.
What does the course deliver? ■ 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.
Who is the course for? This course is for anyone involved in the design, delivery and improvement of services, such as organisations that wish to create a shared, common language for managing services, consultants and managers focused on improving service quality and productivity and service designers seeking to design and deploy new services. 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.
Services, both public and private, are significant parts of economies and good service has financial and reputational benefits for organisations. However, services are often difficult to get right as they are intalgible, 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.
Key information
Modules
Module Direct: steering operations and processes Module 2 Design: shaping processes, products and services Module 3 Deliver: planning and controlling ongoing operations
Format: Part-time
Duration: 6 months
Location: Online via my.wbs platform
“During this course we will look at the critical design decisions facing service organisations, and look closely at what drives decision-making in both design of the customer experience and in service outcomes. Whether you work in an organisation looking to create a shared, common language for managing services, a manager or consultant focused on improving service quality and productivity, or a service designer who wants to design and deploy new services, this course will give you the tools to help you deliver on your aims.”
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Website: wbs.ac.uk/go/SOM
Module 4 Improve: improving operation’s capabilities
Mark Johnson Professor of Operations Management Course Director
Executive Education / wbs.ac.uk
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