Prior study of CE00821-5 Learning and Innovation or equivalent.

- 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

Appropriate tools such as BSCW, Free SAP or Openbravo.

A Tutorial Work Book will be provided which will guide students through a series of 5 tasks which will give structrue to independent academic research, investigation and pratical learning.

Independent Academic Research
Students will be expected to undertake around 50 hours of independent academic study during the course of the module. This will be guided by a series of academic tasks such as producing research reports, working through case studies etc. and will require access to academic resources.

Collaborative work
Students will be put into groups (of up to 4) and will need to spend circa 50 hours over the course of the module undertaking collaborative tasks. This will include investigation of how aspects of the academic learning apply in the real world and development of new academic skills. Students will have access to academic face to face support and while the mechanism is not prescriptive, tutors will usually devote around 5 hours in total to their tutees to support the tutees in their completion of the set tasks.

Review and Feedback
A further 5 hours of academic contact time will be used to faciltate series of five reviews during which progress will be monitored and feedback given.

Preparaton of coursework
The remaining time will be spent preparing the coursework portfolio.

In-Course Assessment (100%) consisting of:

A portfolio of 5 tasks meeting all learning outcomes

Overview of Service Science, Management and Engineering (SSME)
What are Services?
Service Systems
Considerations for the Management of Services
Productivity and Efficiency: 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