This module will cover topics of:

Technical Service Innovation

Service Innovation and Service Dominant Logic

Business models

Queues and Capacity Management

Service analysis and service process modelling

Productivity and Efficiency

Quality and value


Project Management

Project context and scope. The ICT project initiation phase and the project charter. Environmental analysis and stakeholder involvement. Agreeing goals and deliverables and establishing terms of reference. Identifying and analysing critical success factors. Negotiating for resources. Producing a project charter that is agreeable to all stakeholders.


Project management tools. Choosing and using a project management package (e.g. MS Project). Overcoming the problems of integrating a project management package into a typical organisation. Producing project reports and maintaining the project plan.


Project framework. Work breakdown structures and outlines. Delegation, team building and human resource factors. Task contracts and resource allocation. Organising and motivating the project team. Setting up a project in a project management package.


Project estimating. Evaluation and choice of estimating method. Manipulating effort and duration. Ways of overcoming estimating problems and improving estimating accuracy. Interpreting resource data in a project management package.


Project scheduling. Producing and issuing a baseline plan. Entering schedule data into a project management package. Use of bar charts, resource histograms and precedence networks. Adjusting the plan and manipulating resource and tasks. Scheduling 'non linear' project models (e.g. RAD, web site and prototyping projects).


Project management processes. Risk, change and quality management policies. Project management methods (e.g. PRINCE2, PMBOK), documentation and reporting standards. Risk analysis and contingency planning. Monitoring risk and change in the project plan.

Written Report- A written report where students will plan a short Service Innovation project from initiation to completion. This will involve the undertaking of research and the creation of full design documentation, project planning, and end solution evaluation (Learning Outcomes 1 to 4).

1. CRITICALLY REFLECT ON THE RELATIONSHIP BETWEEN ICT AND SERVICE INNOVATION.

Knowledge and understanding,

Reflection

2. DEMONSTRATE SYSTEMATIC KNOWLEDGE AND UNDERSTANDING OF TECHNICAL SERVICES AND SERVICE INNOVATION

Knowledge and Understanding,

Analysis



3. DEMONSTRATE A SYSTEMATIC UNDERSTANDING OF A RANGE OF PROJECT MANAGEMENT TECHNIQUES, FOR THE SUCCESSFUL MANAGEMENT OF SOPHISTICATED ICT PROJECTS

Knowledge and Understanding,

Enquiry,

Reflection

4. PLAN A SOPHISTICATED ICT SERVICE INNOVATION PROJECT ESTIMATING THE RESOURCE REQUIREMENTS AND ALLOCATING TASKS WITH REGARDS TO RISK AND THE AVAILABLE HUMAN AND TECHNICAL RESOURCES.

Application,

Analysis,

Communication

All teaching sessions will blend theory and practical learning. Students will be introduced to concepts and ideas and will then be able to apply theory to a case study within the same sessions. In addition, students will be provided with a range of resources for independent study such as case studies, academic papers, and industry stories.

Access to Internet and PC with office and collaboration software

All texts and electronic resources will be updated and refreshed on an annual basis and available for students via the online Study Links resource platform. All reference materials will be collated and curated and aligned to Equality, Diversity & Inclusion indicators.

Hughes, B., Hughes, B. and Ireland, R. (2019) Project management for IT-related projects. Third edition. Edited by B. Hughes. Swindon, UK: BCS Learning and Development.

Guide to the project management body of knowledge (PMBOK guide) and the standard for project management. Seventh Edition. (2021). Newtown Square, Pennsylvania: Project Management Institute.

AXELOS (2020)¿Effective Project Management: The PRINCE2 method. TSO.

Opazo-Basáez, M., Vendrell-Herrero, F. and Bustinza, O.F. (2022) ‘Digital service innovation: a¿paradigm shift in technological innovation’, Journal of service management, 33(1), pp. 97–120. Available at: https://doi.org/10.1108/JOSM-11-2020-0427.

Lusch, R.F. and Nambisan, S. (2015) ‘Service Innovation: A Service-Dominant Logic Perspective’, MIS quarterly, 39(1), pp. 155–176. Available at: https://doi.org/10.25300/MISQ/2015/39.1.07.

Blichfeldt, H. and Faullant, R. (2021) ‘Performance effects of digital technology adoption and product & service innovation – A process-industry perspective’,¿Technovation, 105, p. 102275–. Available at: https://doi.org/10.1016/j.technovation.2021.102275.

This module provides a knowledge and exploration of service innovation and project management. It will use techniques from project management and service management which are used in industry. The module will explore theory and get students to use this at a practical level in numerous case studies and formative investigations related to the module assessment.