Introductory description

To provide students with an overview of processes involved in the service industry or service function of a business. This highly interactive, award winning learning experience will cover how to design, delivery and improve service. You will learn about the different business models of service and how this impacts upon the operations of a business. The module explores tools and techniques to design new and to improve existing service. Methods to understand, meet and co-create with your customers will be discussed.

Module aims

Outline syllabus

This is an indicative module outline only to give an indication of the sort of topics that may be covered. Actual sessions held may differ.

This is an indicative module outline only to give an indication of the sort of topics that may be covered. Actual sessions held may differ.

Theory, tools & techniques associated with Service including:
Definitions and classifications of service business models, Decision making considerations, service strategy development, Service dominant logic, servitisation models.

In-depth consideration of how to understanding customer expectations, experience and regard for service experiences. An examination of the effective use of tools for evaluating customer experiences and will include some of the following. Design Approaches, Customer Journey Mapping, Kano model and it’s implication on gaining customer insights, Servitisation Methodologies, Future Trends Analysis, methods for developing creative leadership and self awareness.
Service is not limited to the Service Sector and the module will be enriched by tales from industrialists who bring rich and broad experiences in Service to the classroom.

Learning outcomes

By the end of the module, students should be able to:

• Systematically select and apply appropriate knowledge, tools and techniques to develop, manage and evaluate service businesses or the service function of a business for excellent service.
• Demonstrate awareness of current and emerging business models and operating systems to support service-dominant thinking.
• Examine and consider the interaction of the psychological, practical and commercial aspects of decision-making for a service-domimant approach across a wide range of sectors
• Critically analyse, interpret and critique a given service process and advance practical improvements to it

Indicative reading list

Please see the talis Aspire link

View reading list on Talis Aspire

Subject specific skills

Design Thinking
Customer Journey Mapping
Expectation analysis and evaluation
Business Analysis
Qualitative and quantitative data evaluation

Transferable skills

Critical thinking, Problem solving, Self-awareness, Communication, Teamwork and working effectively with others, Information literacy (research skills), Digital literacy, Sustainability, Ethical values, Intercultural awareness, Professionalism