2,000 word written assessment (report form) covering all learning outcomes

This module is designed to provide students with knowledge of the concepts, model and theories for managing service operations in a practical visitor attraction and resort context.
- Understanding and defining the role and context of operations: how operations management is differentiated from other areas of study, process perspective on organisations, differentiating services and goods
- the strategic role of operations and the interrelationship between operations management and strategic organisational aims
- The design of processes: process layout, process mapping, customer journey, emotion mapping
- Planning and control of resources: capacity management, inventory control
- Supply Chain Management: how organisations can effectively and efficiently manage their suppliers
- Workforce management and Job design: the design of jobs, behavioural approaches to job design
- Operations improvement: measuring and improving performance, quality management, lean operations (the concept of “waste” in processes)
- The wider external setting: Operations challenges, impact of globalisation, (corporate) social responsibility and environmental responsibility

1. DEMONSTRATION KNOWLEDGE AND UNDERSTANDING OF THE CONCEPTS AND PRINCIPLES OF SERVICE OPERATIONS MANAGEMENT WITHIN A VISITOR ATTRACTION AND RESORT CONTEXT Knowledge & Understanding
Learning

2. EVALUATE THE FACTORS THAT INFLUENCE THE DEVELOPMENT OF AN ORGANISATIONS SERVICE ENCOUNTER AND THE RELATIONSHIPS BETWEEN CONSUMERS AND VISITOR ATTRACTION AND RESORT SERVICE PROVIDERS
Analysis
Application

3. EFFECTIVELY COMMUNICATE INFORMATION, ARGUMENTS AND IDEAS FROM THE MODULE USING APPROPRIATE STYLES AND LANGUAGE
Communication

Information and Library Services, including specific academic journals
Blackboard VLE
Internet
PC with Office software

Slack N., Chambers S. & Johnson R. (2010), Operations Management, 6th edition, FT Prentice Hall

Lysons, K. & Farrington, B. (2012), Purchasing and Supply Chain Management, 8th edition, Prentice Hall, Pearson, Harlow

Fyall, A., Garrod, B., Leask, A. & Wanhill, S. (2008), Managing Visitor Attractions: New Directions. Butterworth-Heinemann, Oxford.

Johnston R. & Clark G. (2008) Service Operations Management Improving Service Deliver. FT Prentice Hall

The learning strategy for this module is based around students committing a total of 150 hours of activities towards achieving the learning outcomes. These will be split between 39 hours of direct contact with a tutor and 111 hours of directed, guided and self-study, together with preparation for and completion of the assessment tasks. Learning support material will be provided for the module.
The module will draw upon a mixture of activities including lectures, web-based activities, case study analysis, relevant videos and in-class discussions, individual and group problem solving and self-directed learning.