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Warwick Business School

Postgraduate Award in Service Operations Management

Experiences from Behavioural Science in Practice

Next dates

Nov 5, 2019—Aug 4, 2020
Modules info
GBP 3650 ≈USD 4709


Services, both public and private, are significant parts of economies and good service has financial and reputational benefits for organisations.

However, services are often difficult to get right as they are intangible leading to variation in how they are delivered and received by customers. Service operations management provides a suite of concepts, techniques and tools to evolve how services are designed and delivered.


You will learn about the key concepts in service operations management and how to apply them to services in your organisation. There is an emphasis on application so what you learn can be implemented to create sustained competitive advantage.

Learning outcomes

  • Define what a service is and how they can be strategic to organisations and learn how to classify services in order to better manage them.
  • Learn how services are designed, and explore service scapes, service layout, flow, service blueprinting and new service development (NSD).
  • Describe the interplay between service demand and capacity through forecasting demand and planning capacity.
  • Identify approaches for measuring service quality in order to create the foundations for service improvement.
  • Learn about how services can be improved and how to enact service recovery when services fail.

Course Details

How will I be taught?

Your learning will be completed entirely online, in four modules, each taking around eight weeks. You will have access to high quality learning materials authored by the Warwick team, supplemented by a range of videos, podcasts, articles and papers.

The course is comprised of 4 modules with an expected 60 hours of combined teaching, guided self-study and independent self-study per module. Each module will feature two mandatory webinars, 4-5 lessons to complete, and a post module assignment.

  • Module 1 - Direct: Steering Operations and Processes
  • Module 2 - Design: Shaping Processes, Products and Services
  • Module 3 - Deliver: Planning and Controlling Ongoing Operations
  • Module 4 - Improve: Improving Operation's Capabilities

Who should attend

This programme is for anyone involved in the design, delivery and improvement of services:

  • Organisations that wish to create a shared, common language for managing services
  • Consultants and managers focused on improving service quality and productivity
  • Service designers seeking to design and deploy new services.


Biography Mark joined WBS as an Associate Professor in the Operations Management Group after a post at Cranfield School of Management. Whilst at Cranfield School of Management, Mark was theme leader for the Servitization theme of the University''s EPSRC funded Innovative Manufacturing Research C...


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