Module Descriptors
SERVICE SCIENCE
COIS60617
Key Facts
Faculty of Computing, Engineering and Sciences
Level 6
15 credits
Contact
Leader: Janet Francis
Email: J.Francis@staffs.ac.uk
Hours of Study
Scheduled Learning and Teaching Activities: 36
Independent Study Hours: 114
Total Learning Hours: 150
Assessment
- COURSEWORK weighted at 100%
Module Details
Module Texts
- J.M. Tien and D. Berg's (2003) article 'A Case for Service Systems Engineering'
- Fitzsimmons, J.A. & Fitzsimmons, M.J. (2006). Service management: Operations, strategy, and information technology (5th ed.). New York: McGraw-Hill, ISBN-10: 0071244409
- Zeithaml, V.A.; Bitner, M.; Gremler, D.D. (2005), Services Marketing, Integrating Customer Focus Across the Firm, Boston, MA. McGraw-Hill Irwin, ISBN-10: 0077107950
- Bryson, J.R., Daniels, P.W. & Warf, B. (2003). Service worlds: People, organizations, technologies. New York: Routledge. ISBN-10: 041524787X
- Chesbrough, H. (2004, September 24). A failing grade for the innovation academy. Financial Times, 6+.
- Hayler, Rowland, and Nichols, Michael; (2005) What is Six Sigma Process Management?, McGraw-Hill, NY, ISBN-10: 0071453415
- Peter S. Pande, Robert P. Neuman, Roland R. Cavanagh ; (2002) The Six Sigma Way Team Fieldbook : An Implementation Guide for Process Improvement Teams , McGraw-Hill, NY, ISBN-10: 0071373144
- Advances in services innovations, Editor(s): Spath, D. & Fahnrich, K.P., Berlin: Springer, 2007, VIII, 312 S., ISBN: 3-540-29858-4
- Fitzsimmons, J.A. & Fitzsimmons, M.J. (2006). Service management: Operations, strategy, and information technology (5th ed.). New York: McGraw-Hill, ISBN-10: 0071244409
- Zeithaml, V.A.; Bitner, M.; Gremler, D.D. (2005), Services Marketing, Integrating Customer Focus Across the Firm, Boston, MA. McGraw-Hill Irwin, ISBN-10: 0077107950
- Bryson, J.R., Daniels, P.W. & Warf, B. (2003). Service worlds: People, organizations, technologies. New York: Routledge. ISBN-10: 041524787X
- Chesbrough, H. (2004, September 24). A failing grade for the innovation academy. Financial Times, 6+.
- Hayler, Rowland, and Nichols, Michael; (2005) What is Six Sigma Process Management?, McGraw-Hill, NY, ISBN-10: 0071453415
- Peter S. Pande, Robert P. Neuman, Roland R. Cavanagh ; (2002) The Six Sigma Way Team Fieldbook : An Implementation Guide for Process Improvement Teams , McGraw-Hill, NY, ISBN-10: 0071373144
- Advances in services innovations, Editor(s): Spath, D. & Fahnrich, K.P., Berlin: Springer, 2007, VIII, 312 S., ISBN: 3-540-29858-4
Module Resources
Appropriate tools such as BSCW, Free SAP or Openbravo.
Module Learning Strategies
Tutorial will be based on Problem-based learning.
Two lectures and one hour tutorial. (1:n) 2; (1:20) 1
Two lectures and one hour tutorial. (1:n) 2; (1:20) 1
Module Special Admissions Requirements
Prior study of CE00821-2 Learning and Innovation or equivalent.
Module Indicative Content
Overview of Service Science, Management and Engineering (SSME)
What are Services?
Service Systems
Considerations for the Management of Services
Productivity and Innovation: the Productivity Paradox
Methods in the services lifecycle
Developing Supply Chains to Support Service Operations
Toward a Science of Service Systems
Classification schemes for services.
New Publishing Services and Web 2.0
Service Dominant View
Provider-Client Relationship
Economic Evolution of Services
Service process matrix
Distinguishing Services from Goods
Complex Business Services
Model of Unified Services Theory
Service Evaluation
What are Services?
Service Systems
Considerations for the Management of Services
Productivity and Innovation: the Productivity Paradox
Methods in the services lifecycle
Developing Supply Chains to Support Service Operations
Toward a Science of Service Systems
Classification schemes for services.
New Publishing Services and Web 2.0
Service Dominant View
Provider-Client Relationship
Economic Evolution of Services
Service process matrix
Distinguishing Services from Goods
Complex Business Services
Model of Unified Services Theory
Service Evaluation
Module Additional Assessment Details
In-Course Assessment (100%) consisting of:
Assessment takes the form of continuous classroom assessment working on the development of a service system in group and a class test.
Assignment (80%) ( Learning outcomes 1, 2)
Class test (20%) ( Learning outcome 3, 4)
Assessment takes the form of continuous classroom assessment working on the development of a service system in group and a class test.
Assignment (80%) ( Learning outcomes 1, 2)
Class test (20%) ( Learning outcome 3, 4)