Core Module Information
Module title: Service Management (Singapore)

SCQF level: 09:
SCQF credit value: 20.00
ECTS credit value: 10

Module code: TSM09704
Module leader: Ellis Urquhart
School The Business School
Subject area group: Tourism and Languages


Description of module content:

The nature and characteristics of service. The significance of Organisation Culture/Climate for service. Service Design and Operations Management with particular emphasis given to service blueprinting/mapping, service quality provision and delivery, supply chain management and MRP. Service Encounter, Demand and Capacity Management, Performance Measurement, Internationalisation of Services.

Learning Outcomes for module:

LO1 Critically reflect upon the nature and challenges of service management.
LO2: Analyse the role of, and relationships between, HRM, Operations and Marketing in the provision of service.
LO3: Apply the concept of service across a range of situations/contexts.
LO4: Apply a range of tools and techniques necessary for delivering and evaluating service performance.
LO5: Demonstrate knowledge and understanding of contributions from classical and contemporary thinking in services.

Full Details of Teaching and Assessment

Indicative References and Reading List - URL:
Global Service Management: Reading List(1)