MBA Essentials - Service Operations Management
Program Overview
The MBA Essentials in Service Operations Management program equips managers with the skills and knowledge for senior management roles. It focuses on improving organizations' service delivery processes, using tools and techniques from various disciplines.
Program Outline
Degree Overview:
The MBA Essentials – Service Operations Management is a four-day intensive short course designed for managers across various industries and sectors. It aims to enhance career prospects by equipping participants with the skills and knowledge needed for senior management positions. The program focuses on improving organizations to benefit both customers and service providers. It covers concepts, tools, and techniques related to process design and delivery, analyzing process design from the customer's perspective. The module integrates perspectives from marketing, organizational behavior, strategy, and behavioral psychology, using case studies and illustrative material from both profit and non-profit sectors.
Objectives:
By the end of the module, students should be able to:
- Demonstrate comprehensive knowledge and understanding of, and be able to explain the critical perspectives on the nature of service.
- Critically evaluate the ways in which good and bad service impacts on customers, staff, and profitability.
- Identify and apply a range of methods for assessing the needs, expectations, and perceptions of customers.
- Explain and apply the principles, tools, and techniques of service design.
- Critically appraise the methods with which organizations can measure their service performance and apply the general approaches to, and specific methods for improving service.
- Demonstrate how organizations can deal with challenges such as customer complaints and service failures.
Assessment:
The program involves both group assessment and individual assignments.
Careers:
The program aims to equip participants to move into more senior management positions, either within their current organization or elsewhere.
Other:
- The program is delivered in an intensive four-day block spread over one long weekend.
- The module is integrative in approach and uses analytical lenses from marketing, organizational behavior, strategy, and behavioral psychology.
- Case, and other illustrative material in the module comes from both profit and non-profit sectors.
- The program is a postgraduate microcredential, offering 10 UK credits at postgraduate level from the University of Birmingham.
- Participants receive a Postgraduate Microcredential certificate from the University of Birmingham.
University of Birmingham Summary
Overview:
The University of Birmingham is a leading global university with a strong focus on research and innovation. It is committed to developing solutions for a thriving planet and improving the health of people around the world.
Services Offered:
Student Life and Campus Experience:
The University of Birmingham offers a welcoming environment for students, with opportunities to settle in, make new friends, discover the city of Birmingham, and prepare for their studies. The university also has a vision for its campus development in the next 20 years, aiming to enhance and refine the global campuses.
Key Reasons to Study There:
Global Impact:
The university's research is focused on addressing major global issues, such as climate change and global health.Multidisciplinary Collaboration:
The university encourages collaboration across disciplines to drive innovation and find solutions to complex problems.Pioneering Breakthroughs:
The university is known for its pioneering research and breakthroughs in various fields.Academic Programs:
Other:
The university has five research challenge themes that guide its focus and draw on its vast expertise and resources. These themes showcase the university's pioneering breakthroughs, multidisciplinary collaboration, and significant global impact.
Entry Requirements:
- For Home/UK based students:
- A good Honours degree (or equivalent), or equivalent professional qualification
- Five years work experience with evidence of extensive managerial experience or professional responsibility. Three years exceptional work experience meeting this criteria will also be considered
- For Overseas/International students:
- A good Honours degree (or equivalent), or equivalent professional qualification
- Five years work experience with evidence of extensive managerial experience or professional responsibility. Three years exceptional work experience meeting this criteria will also be considered
- IELTS 6.5 (with no less than 6.0 in any band); TOEFL IBT 88 (21 in Reading, 20 in Listening, 22 in Speaking and 21 in Writing); Pearson Academic Test of English 59 (in all four skills)
- For candidates without a first degree or professional qualification:
- At least ten years’ work experience including significant managerial responsibility.
Language Proficiency Requirements:
- For Overseas/International students:
- IELTS 6.5 (with no less than 6.0 in any band)
- TOEFL IBT 88 (21 in Reading, 20 in Listening, 22 in Speaking and 21 in Writing)
- Pearson Academic Test of English 59 (in all four skills)
- Equivalent scores:
- TOEFL: 88 overall with no less than 21 in Reading, 20 in Listening, 22 in Speaking and 21 in Writing
- Pearson Test of English (PTE): PTE Academic 67 with no less than 64 in all four skills
- Cambridge English (exams taken from 2015): Advanced – minimum overall score of 176, with no less than 169 in any component
