CODE | MGT5107 | ||||||
TITLE | Managing Service Excellence | ||||||
UM LEVEL | 05 - Postgraduate Modular Diploma or Degree Course | ||||||
MQF LEVEL | 7 | ||||||
ECTS CREDITS | 5 | ||||||
DEPARTMENT | Business and Enterprise Management | ||||||
DESCRIPTION | The primary argument of this study-unit is that service organisations require a distinctive approach to management. Social care organisations whose core product is service depend on service excellence for total client satisfaction and competitive advantage. The study-unit focuses on the unique challenges of managing social care service organisations and delivering quality to clients. Case studies and videos will enable the student to critically assess the role of a service manager in challenging contexts. Participants will be exposed to a range of concepts, frameworks, and techniques that are useful in developing and implementing service operations strategies. The unit will address the following service decisions: the specific nature and concept of social care services, service-dominant logic and value co-creation, the design and management of service delivery systems, the measurement of service quality and its management, the role of technology in services, the building of strong customer relationships, the management of constraints, layout considerations, and the integration of service supply chains. Study-Unit Aims: The aim of of this study-unit is to provide students with an understanding of how to analyze service operations, how decision making in social care service organisations differs from profit-seeking ones and how implementation hurdles are addressed when managing such organisations. Learning Outcomes: 1. Knowledge & Understanding: By the end of the study-unit the student will be able to: 1. Establish and critically examine how social care organizations can improve the quality of their service and the impact this has on clients and staff; 2. Identify and characterize the success factors of service delivery excellence in the social care context; 3. Recognize the critical role that service personnel play in service excellence. 2. Skills: By the end of the study-unit the student will be able to: 1. Create, evaluate and access a range of options, together with the capacity to apply ideas and knowledge to a range of social care situations; 2. Utilise appropriate set of analytical frameworks for critical thinking about service and service related activities; 3. Evaluate and recommend improvements to the design and implementation of service delivery systems. Main Text/s and any supplementary readings: Main Texts: - Fitzsimmons J.A., Fitzsimmons, M.J. (2013) Service Management : Operations, Strategy, and Information Technology. McGraw-Hill. Supplementary Readings: - Haksever C., Render B. (2017) Service Management: An Integrated approach to Supply Chain Management and Operations. Prentice Hall, N.J. - Gronroos, C. (2016) Service Management and Marketing: Customer Management in Service Competition. John Wiley & Sons Inc. - Normann, R. (2001) Services Management: Strategy and Leadership in Service Business. John Wiley & Sons Inc. - McManus, J., Winroth, M., Angelis, J. (2019) Service Operations Management: a Strategic Perspective. MacMillan Education U.K. - Stark, C., Hookway, G. (2019) Applying Lean in Health and Social Care Services. Taylor & Francis Ltd. |
||||||
STUDY-UNIT TYPE | Lecture and Independent Study | ||||||
METHOD OF ASSESSMENT |
|
||||||
LECTURER/S | Enrico DAgostini |
||||||
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 2024/5. It may be subject to change in subsequent years. |