MNM3MSD: Managing Services Delivery

Module code: MNM3MSD

Module provider: Business Informatics, Systems and Accounting; Henley Business School

Credits: 10

Level: 7

When you'll be taught: Full year

Module convenor: Mr Nigel Spinks, email: nigel.spinks@henley.ac.uk

Pre-requisite module(s):

Co-requisite module(s):

Pre-requisite or Co-requisite module(s):

Module(s) excluded:

Placement information: No placement specified

Academic year: 2024/5

Available to visiting students:

Talis reading list:

Last updated: 19 November 2024

Overview

Module aims and purpose

The economic contribution of services exceeds that of other sectors in an increasing number of countries worldwide. In addition, the growth of servitization means that services have become increasingly important, even to manufacturing companies. The Managing Service Delivery elective module responds to the resulting opportunities and challenges by focusing on the key principles that underpin service delivery in order to provide a theoretical and practical grounding for those aspiring to manage and lead the provision of services to their organisation’s internal and external customers.Ìý ÌýÌý

The Managing Service Delivery module is designed for practicing managers and early career high potential employees who are likely to fast track into senior leadership positions, to enable them to:Ìý

• Identify the characteristics of service operations and the implications for service deliveryÌý
• Select and apply appropriate tools and techniques to design, manage and improve service processesÌý
• Evaluate their own and their organisation’s design and management of service deliveryÌý
• Formulate appropriate approaches to improving service deliveryÌý

Module learning outcomes

By the end of the module, it is expected that students will be able to:Ìý
Ìý

1. Critically evaluate the applicability of module theories and concepts to service delivery in specific contextsÌý Ìý
2. Describe and analyse the design and management of service delivery, using appropriate models and frameworksÌý Ìý
3. Identify opportunities to improve service delivery and formulate appropriate strategies for achieving that improvementÌýÌý

Module content

Topics to be covered include:Ìý

• The nature of service operations and key dimensions of service strategyÌý
• Service delivery system and process designÌý
• Meeting customer demand for service, including forecasting and capacity managementÌý
• Measuring and improving service delivery.Ìý

Structure

Teaching and learning methods

This is a self-study module, comprising an online study guide with core and further readings, supported by practice application exercises, a discussion forum and multi-media learning objects, including video.Ìý

Study hours

At least Please note that the hours listed below are indicative and for guidance purposes only.Ìý hours of scheduled teaching and learning activities will be delivered in person, with the remaining hours for scheduled and self-scheduled teaching and learning activities delivered either in person or online. You will receive further details about how these hours will be delivered before the start of the module.

Please note the independent study hours above are notional numbers of hours; each student will approach studying in different ways. We would advise you to reflect on your learning and the number of hours you are allocating to these tasks.

Semester 1 The hours in this column may include hours during the Christmas holiday period.

Semester 2 The hours in this column may include hours during the Easter holiday period.

Summer The hours in this column will take place during the summer holidays and may be at the start and/or end of the module.

Assessment

Requirements for a pass

Students need to achieve an overall module mark of 50% to pass this module.Ìý

Summative assessment

Penalties for late submission of summative assessment

This module is subject to the Penalties for late submission for Postgraduate Flexible programmes policy, which can be found at:

/cqsd/-/media/project/functions/cqsd/documents/qap/penaltiesforlatesubmissionpgflexible.pdf

The Module Convenor will apply the following penalties to work submitted late:

• where the piece of work is submitted up to one calendar month after the original deadline (or any formally agreed extension to the deadline): 10% of the total marks available for that piece of work will be deducted from the mark;Ìý
• where the piece of work is submitted more than one calendar month after the original deadline (or any formally agreed extension to the deadline): a mark of zero will be recorded.

You are strongly advised to ensure that coursework is submitted by the relevant deadline. You should note that it is advisable to submit work in an unfinished state rather than to fail to submit any work.

Formative assessment

Formative assessment is any task or activity which creates feedback (or feedforward) for you about your learning, but which does not contribute towards your overall module mark.

The module includes a series of practice applications designed to help develop deeper understanding of module concepts and frameworks by applying them to contexts/problems identified by the programme member. An online discussion forum monitored by a Henley-based tutor supports these activities.Ìý

Reassessment

Additional costs