UNDERSTANDING SERVICE DELIVERY - 2018/9

Module code: MAN1079

Module Overview

All managers in service industries need to be able to understand, analyse and improve the processes for which they are responsible. In order to be able to do this effectively they need to understand the nature and purpose of the service concept and the ways processes and people deliver this.

Module provider

Hospitality & Tourism Management

Module Leader

ALCOTT PJ Dr (Hosp & Tour)

Number of Credits: 15

ECTS Credits: 7.5

Framework: FHEQ Level 4

JACs code: N210

Module cap (Maximum number of students): N/A

Module Availability

Semester 1

Prerequisites / Co-requisites

None

Module content


Introduction to service operations
The service concept
Service processes
Service people
Flow charting and work measurement
Resource utilisation

Assessment pattern

Assessment type Unit of assessment Weighting
Coursework GROUP COURSEWORK (3000 WORDS + DIAGRAMS) 60
Coursework INDIVIDUAL COURSEWORK (1500 WORDS) 40

Alternative Assessment

Where students fail the group work, they will be allocated an individual service process and asked to conduct a detailed analysis of that process

Assessment Strategy

The assessment strategy is designed to provide evidence that students can observe, measure and record service processes and suggest opportunities for improvement. It will also allow students to engage in debate about the most appropriate service processes for a range of service operations.

The assessment methods include:


Group analysis of a service operation identifying the key processes. Recording and analysis of a key service process with suggestions for improvement
Individual evaluation of a service operation evaluating how well the operation delivers its service concept.

Module aims

  • The aim of this module is to provide students with a series of tools and techniques through which they will be able to understand the range of service processes that occur in hospitality and tourism enterprises and find ways to improve them.

Learning outcomes

Attributes Developed
1 Discuss the factors that influence the provision of service in a range of tourism and hospitality operations
2 Observe and measure service operations and prepare diagrams to map their processes
3 Suggest ways of improving service processes
4 Examine the ways in which the design of service processes affect service employees and customers

Attributes Developed

C - Cognitive/analytical

K - Subject knowledge

T - Transferable skills

P - Professional/Practical skills

Overall student workload

Methods of Teaching / Learning

The teaching and learning strategy is designed to provide students with the tools and techniques to analyse operational processes and to understand whether they are working in the ways that were intended. In order to do this, students will need to engage with a series of service processes either as observers or participants.

The teaching and learning methods include lecture sessions to introduce the key theoretical concepts, seminars and workshops to practice tools and techniques, case study discussions to highlight issues and practical sessions to observe and/or engage in service processes.

Indicated Lecture Hours (which may also include seminars, tutorials, workshops and other contact time) are approximate and may include in-class tests where one or more of these are an assessment on the module. In-class tests are scheduled/organised separately to taught content and will be published on to student personal timetables, where they apply to taken modules, as soon as they are finalised by central administration. This will usually be after the initial publication of the teaching timetable for the relevant semester.

Reading list

Reading list for UNDERSTANDING SERVICE DELIVERY : http://aspire.surrey.ac.uk/modules/man1079

Programmes this module appears in

Programme Semester Classification Qualifying conditions
International Hospitality and Tourism Management BSc (Hons) 1 Compulsory A weighted aggregate mark of 40% is required to pass the module

Please note that the information detailed within this record is accurate at the time of publishing and may be subject to change. This record contains information for the most up to date version of the programme / module for the 2018/9 academic year.