Module Descriptors
SERVICE SCIENCE
COIS60730
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: 24
Independent Study Hours: 126
Total Learning Hours: 150
Assessment
- COURSEWORK weighted at 100%
Module Details
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.
Service Dominant View
Provider-Client Relationship
Economic Evolution of Services
Service process matrix
Distinguishing Services from Goods
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.
Service Dominant View
Provider-Client Relationship
Economic Evolution of Services
Service process matrix
Distinguishing Services from Goods
Service Evaluation
Module Additional Assessment Details
In-Course Assessment (100%) consisting of:
Assignment (80%) ( Learning outcomes 1, 2 and 4)
Class test (20%) ( Learning outcome 3)
Assignment (80%) ( Learning outcomes 1, 2 and 4)
Class test (20%) ( Learning outcome 3)
Module Special Admissions Requirements
Prior study of CE00821-5 Learning and Innovation or equivalent.
Module Learning Strategies
Tutorial will be enquiry based learning.
One lecture and one hour tutorial. (1:n)1; (1:20) 1
One lecture and one hour tutorial. (1:n)1; (1:20) 1
Module Resources
Appropriate tools such as BSCW, Free SAP or Openbravo.
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
- Addy, R. (2007) Effective IT Service Management to ITIL and Beyond!, Spring Berlin Heidelberg New York, ISBN: 978-3-540-73197-9
- 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
- Addy, R. (2007) Effective IT Service Management to ITIL and Beyond!, Spring Berlin Heidelberg New York, ISBN: 978-3-540-73197-9