Module Descriptors
SERVICE SCIENCE (D/L VERSION)
COIS60741
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: 3
Independent Study Hours: 147
Total Learning Hours: 150
Assessment
- COURSEWORK weighted at 100%
Module Details
Module Additional Assessment Details
In-course assessment (100%) consisting of:-
A portfolio of 5 tasks meeting all learning outcomes
A portfolio of 5 tasks meeting all learning outcomes
Module Indicative Content
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
Service Dominant View
Value chains and quality
Service process matrix
Queues and capacity management
Service evaluation
What are Services?
Service Systems
Considerations for the Management of Services
Productivity and Efficiency: the Productivity Paradox
Service Dominant View
Value chains and quality
Service process matrix
Queues and capacity management
Service evaluation
Module Learning Strategies
An on-line Module Work Book will be provided which will guide students through a series of tasks which will give structure to independent academic research, work-based investigation and practical work-based 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.
Work-based Component
Students will need to spend circa 50 hours over the course of the module undertaking work-based tasks. This will include investigation of how aspects of the academic learning apply to the workplace and development of new skills. Students may have a work-based mentor to support the mentees in completion of set tasks.
Academic contact time will be used to provide academic support for students learning on an ad-hoc basis via VLE. Students will be put into study groups (4 students) where possible and there will typically be 8 scheduled 15-minute sessions for each group of upto 4 students.
1 hour of Academic Contact time will be used for two individual 30 minute formative reviews. Where necessary, reviews will be conducted virtually using appropriate tools. Employer Feedback Forms will be completed by the work-based mentor and Self assessment forms will be completed by the student. These will inform the reviews. Preparation of coursework.
The remaining time will be spent preparing the coursework portfolio.
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.
Work-based Component
Students will need to spend circa 50 hours over the course of the module undertaking work-based tasks. This will include investigation of how aspects of the academic learning apply to the workplace and development of new skills. Students may have a work-based mentor to support the mentees in completion of set tasks.
Academic contact time will be used to provide academic support for students learning on an ad-hoc basis via VLE. Students will be put into study groups (4 students) where possible and there will typically be 8 scheduled 15-minute sessions for each group of upto 4 students.
1 hour of Academic Contact time will be used for two individual 30 minute formative reviews. Where necessary, reviews will be conducted virtually using appropriate tools. Employer Feedback Forms will be completed by the work-based mentor and Self assessment forms will be completed by the student. These will inform the reviews. Preparation of coursework.
The remaining time will be spent preparing the coursework portfolio.
Module Texts
Fitzsimmons, J. A. & Fitzsimmons, M. J. (2010) Service Management: Operations, Strategy and Information Technology (7th Ed) New York: McGraw-Hill, ISBN-10: 0071289275
Module Special Admissions Requirements
None
Module Resources
Internet access