Modules

Core Module Information
Module title: Global Service Management
SCQF level: 09:
SCQF credit value: 20.00
ECTS credit value: 10
Module code: TSM09709
Module leader: Ellis Urquhart
School The Business School
Subject area group: Tourism and Languages
Prerequisites

N/A
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
2023/4, Trimester 1, FACE-TO-FACE,
VIEW FULL DETAILS
Occurrence: 001
Primary mode of delivery: FACE-TO-FACE
Location of delivery: SINGAPORE
Partner:
Member of staff responsible for delivering module: Ellis Urquhart
Module Organiser:


Student Activity (Notional Equivalent Study Hours (NESH))
Mode of activityLearning & Teaching ActivityNESH (Study Hours)
Face To Face Lecture 12
Face To Face Seminar 24
Independent Learning Guided independent study 164
Total Study Hours200
Expected Total Study Hours for Module200


Assessment
Type of Assessment Weighting % LOs covered Week due Length in Hours/Words
Report 50 1-3 7 HOURS= 00.00, WORDS= 2500
Centrally Time Tabled Examination 50 4-5 14/15 HOURS= 02.00, WORDS= 0
Component 1 subtotal: 50
Component 2 subtotal: 50
Module subtotal: 100
2023/4, Trimester 2, FACE-TO-FACE,
VIEW FULL DETAILS
Occurrence: 001
Primary mode of delivery: FACE-TO-FACE
Location of delivery: SINGAPORE
Partner:
Member of staff responsible for delivering module: Ellis Urquhart
Module Organiser:


Student Activity (Notional Equivalent Study Hours (NESH))
Mode of activityLearning & Teaching ActivityNESH (Study Hours)
Face To Face Lecture 12
Face To Face Seminar 24
Independent Learning Guided independent study 164
Total Study Hours200
Expected Total Study Hours for Module200


Assessment
Type of Assessment Weighting % LOs covered Week due Length in Hours/Words
Report 50 1-3 7 HOURS= 00.00, WORDS= 2500
Centrally Time Tabled Examination 50 4-5 14/15 HOURS= 02.00, WORDS= 0
Component 1 subtotal: 50
Component 2 subtotal: 50
Module subtotal: 100

Indicative References and Reading List - URL:
Contact your module leader
 

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