| CODE | MGT4107 | ||||||||
| TITLE | Managing Service Excellence | ||||||||
| UM LEVEL | 04 - Years 4, 5 in Modular UG or PG Cert Course | ||||||||
| MQF LEVEL | 6 | ||||||||
| ECTS CREDITS | 4 | ||||||||
| DEPARTMENT | Business and Enterprise Management | ||||||||
| DESCRIPTION | The study-unit is designed to provide the student with an understanding of the challenges faced by managers in the service industry. It builds on the traditional concepts of operations and marketing and presents tools and frameworks valuable for the design and development of an excellent service. Students will be encouraged to think in terms of a 'service culture' and will be challenged to use their acquired knowledge in order to identify contexts which require specific service offerings. The study-unit provides a clearly structured qualitative treatment of service management that explores the design of service delivery systems and the effective management of customer service quality. The main issues covered in this unit include: the nature of service, process orientation and improvement, service quality and the service encounter, applying lean and agile thinking to services, the role of workers and worker management in service businesses, the role of innovation in service, and challenges in the new internet marketplace. Study-unit Aims: 1. To provide students with an appreciation of the systems necessary to achieve service excellence in organisations. 2. To provide students with a theoretical basis for assessing service performance. 3. To provide future managers with a sound, practical and theoretical basis for a successful career in the service industry. Learning Outcomes: 1. Knowledge & Understanding: By the end of the study-unit the student will be able to: 1. Recognize the nature of operations in services, and understand how effective service design and delivery can contribute to the organisation’s objectives; 2. Understand the multi-aspect approach in service decision-making; 3. Appreciate the role of employees and customers in service delivery, and the challenges involved in achieving service excellence. 2. Skills: By the end of the study-unit the student will be able to: 1. Utilise appropriate concepts and models for the analysis and evaluation of service management problems; 2. Critically assess an organisation’s service resource strengths and weaknesses and how these impact on future operational effectiveness; 3. Implement key service management frameworks to real life business contexts. Main Text/s and any supplementary readings: Gronroos, C. (2007) Service Management and Marketing: Customer Management in Service Competition. Wiley. Hakserver, C.; Render, B. (2013) Service Management: An Integrated Approach to Supply Chain Management and Operations. Pearson. (Hollins, B.; Shinkins, S. (2006) Managing Service Operations. Sage Publications Ltd. Relevant case studies and academic papers on service management will be distributed during the study-unit. |
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| STUDY-UNIT TYPE | Lecture | ||||||||
| METHOD OF ASSESSMENT |
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| LECTURER/S | Martin M. Zammit |
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The University makes every effort to ensure that the published Courses Plans, Programmes of Study and Study-Unit information are complete and up-to-date at the time of publication. The University reserves the right to make changes in case errors are detected after publication.
The availability of optional units may be subject to timetabling constraints. Units not attracting a sufficient number of registrations may be withdrawn without notice. It should be noted that all the information in the description above applies to study-units available during the academic year 2023/4. It may be subject to change in subsequent years. |
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