Global cohort Open Programmes
CSelarsvsicperoOfpileerations Management
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.
Key information
Overview 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 intangible, 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. Driving Service Performance also looks at how service quality and customer satisfaction can be measured and enhanced, whilst exploring ways of structuring and managing resilient networks of suppliers and customers, so that customer requirements are consistently met or exceeded. 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 WBS 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, four lessons to complete, and a post-module assignment.
Professor Rhian Silvestro Course Director
Duration
6 months
Location
Online via my.wbs platform
“During this course we aim to inspire you to find new ways of developing and improving your services. We provide tools and techniques which you can apply to your own organisation in order to improve the design of your service processes. By learning best practices in service
Format
Part-time
Website
wbs.ac.uk/go/SOM
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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. operations management, you will be taking a critical look at your service delivery systems with a view to honing and refining the process so as to satisfy (or delight!) your customers. In today’s competitive and turbulent business environment, building robust service delivery systems and making effective use of resources has never been more important.
What will I learn
Learn how to analyse and develop the design of service processes, to improve the servicescape, service layout and flow, and new service development (NSD) processes. Understand how to analyse service demand so that you can improve your organisation’s response to demand, by planning and effectively managing service capacity. Explore 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.
Modules
Module 1 Direct: Steering Operations and Processes Module 2 Design: Shaping Processes, Products and Services Module 3 Deliver: Planning and Controlling Ongoing Operations
W w bs.ac.uk/go /SOMvid
Module 4 Improve: Improving Operation’s Capabilities
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Executive Education
wbs.ac.uk
19
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