ES93Z-15 Service Design and Delivery
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, deliver 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
This module aims to highlight what is different and special about managing “Service” projects, companies, programmes and the tools and techniques used in the design and management of service in industries such as banking, finance or healthcare. The course also seeks to show where tools, techniques and processes applicable to one sector may be of use in the other. The course will also address how and why a manufacturing company can transform itself into a services company.
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 understand 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 its 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.
- Critically evaluate current and emerging business models and operating systems to support service-dominant thinking.
- Consider and reflect on 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 for 10 credit version: https://rl.talis.com/3/warwick/lists/B0A9D4B5-380A-9CEB-7FD7-CF3770F39900.html
Interdisciplinary
The nature of the subject is necessailry interdisciplinary - it is an applied subject - the core concept is a social construct inherently the definition evolves.
International
The module utilises examples from an international base and can be delivered to an international audience in different global locations,
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
Study time
| Type | Required |
|---|---|
| Lectures | 10 sessions of 1 hour 30 minutes (10%) |
| Seminars | (0%) |
| Supervised practical classes | 10 sessions of 1 hour 30 minutes (10%) |
| Fieldwork | 5 sessions of 1 hour 30 minutes (5%) |
| Online learning (scheduled sessions) | (0%) |
| Online learning (independent) | 20 sessions of 1 hour (13%) |
| Private study | 34 hours 30 minutes (23%) |
| Assessment | 58 hours (39%) |
| Total | 150 hours |
Private study description
Students will be guided to relevant reading materials hosted on talis to embed learning and aid the completion of the post module assignment
Costs
No further costs have been identified for this module.
You do not need to pass all assessment components to pass the module.
Assessment group A
| Weighting | Study time | Eligible for self-certification | |
|---|---|---|---|
| Post-module assignment | 60% | 48 hours | Yes (extension) |
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Academic essay required to address two questions set |
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| In-module group-work | 10% | 2 hours | No |
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In-module group mark to each group of 5 students |
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| In-module reflective piece | 20% | 6 hours | No |
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In-module submitted individual reflective piece which is 500 words or a 2 minute video |
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| Essay abstract | 10% | 2 hours | Yes (extension) |
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Abstract for the essay |
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Assessment group R
| Weighting | Study time | Eligible for self-certification | |
|---|---|---|---|
| Post-module resubmission assignment | 100% | Yes (extension) | |
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A new essay question |
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Feedback on assessment
Written feedback will be returned with the final marks and will identify where the student could improve, where they have done well and what elements have led to the final mark awarded.
Throughout the week feedback on group performance will be offered verbally and in short written informal feedback.
There is currently no information about the courses for which this module is core or optional.