SERVICE DESIGN AND MANAGEMENT - 2020/1

Module code: MAN2158

Module Overview

To provide students with an overview of processes involved in service design and the tools and techniques used in the ongoing management of service in the Hospitality industry. 

Module provider

Hospitality, Tourism & Events Management

Module Leader

ASHTON Mark (Hosp & Tour)

Number of Credits: 15

ECTS Credits: 7.5

Framework: FHEQ Level 5

JACs code:

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

Module Availability

Semester 1

Prerequisites / Co-requisites

n/a

Module content

Introduction to service operations management and it’s challenges
The service concept
Designing the customer experience
Designing Service processes
Technology in service process design
Measuring, controlling and managing service
Managing Service people
Managing Service Resources: Capacity Management/Queueing
Driving Continuous Improvement
Building World Class Service Organisations

Assessment pattern

Assessment type Unit of assessment Weighting
Coursework Group Technical Mapping Exercise (No Word Count) 30
Coursework Individual Report (2000 words) 70

Alternative Assessment

Group Technical Mapping Exercise: Repeat the same exercise for a different service operation which is already mapped

Assessment Strategy

The summative assessment methods include:

Group Technical Mapping Exercise

Mapping the current service processes of a hospitality operation (30%)

Individual Report

Using the service process map you created in the group assignment, analyse the strengths and weaknesses of the existing processes, suggest improvements and remap the process using these and also detailing the management processes of the new systems and the KPIs you would use to measure effectiveness. (70%)

Alternative Assessment Instrument

Where students fail the group report this will be replaced with the following individual assignment for August resits

Individual Report

Repeat the same exercise for a different service operation which is already mapped

Students will only be allowed to resit components of assessment that they have previously failed.

Formative assessment and feedback

Each week students participate in group based workshops. At these sessions, each group will receive feedback on the performance of their group and areas for improvement.

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 service sector enterprises and find ways to initially design, and later redesign/improve/refine and manage them

Learning outcomes

Attributes Developed
001 Discuss the factors that influence the provision of service in a range of hospitality and service sector operations K
002 Design and measure service operations and discuss critically their success C
003 Prepare process diagrams to enable the refinement and ongoing management of service delivery P
004 Discuss critically the ways in which the design of service processes affects service employees and customers and how to manage these C

Attributes Developed

C - Cognitive/analytical

K - Subject knowledge

T - Transferable skills

P - Professional/Practical skills

Overall student workload

Workshop Hours: 22

Independent Study Hours: 117

Lecture Hours: 11

Methods of Teaching / Learning

Theoretical lecture each week and a more practical/design led workshop to follow

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 SERVICE DESIGN AND MANAGEMENT : http://aspire.surrey.ac.uk/modules/man2158

Other information

n/a

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 2020/1 academic year.