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.