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NBS8341 : Strategic Service Management

  • Offered for Year: 2024/25
  • Module Leader(s): Dr Mohammad Humyun Fuad RAHMAN
  • Owning School: Newcastle University Business School
  • Teaching Location: Newcastle City Campus

Your programme is made up of credits, the total differs on programme to programme.

Semester 2 Credit Value: 10
ECTS Credits: 5.0
European Credit Transfer System


Services have begun to permeate every aspect of our lives. Managing the delivery of these services, however, is not as simple as it may seem. Most of our understanding of service management has evolved from and remains grounded in the manufacturing context, with services being considered ‘a special case’. This module intends to give the students an appreciation of the challenges posed by service processes and help them approach solutions to service problems. The module would cover a wide variety of traditional and contemporary service management issues.

Outline Of Syllabus

This module covers four key themes in Service Operations Strategy and Management

1. Service strategy
2. Service interactions and relationships
3. The management of service operations
4. Operations improvement in service

Teaching Methods

Teaching Activities
Category Activity Number Length Student Hours Comment
Guided Independent StudyAssessment preparation and completion130:0030:00N/A
Scheduled Learning And Teaching ActivitiesLecture72:0014:00PiP lectures
Guided Independent StudyDirected research and reading133:0033:00N/A
Scheduled Learning And Teaching ActivitiesSmall group teaching31:003:00PiP seminars
Guided Independent StudyIndependent study119:0019:00N/A
Scheduled Learning And Teaching ActivitiesScheduled on-line contact time11:001:00N/A
Teaching Rationale And Relationship

The lectures would approach the issue of service management from diverse perspectives, tackling problem pertaining the service concept and the service package, service operations, service quality, customer experience, service specification, and people management. Insights would be drawn through examples of different sectors. The seminars would focus on contemporary service management issues through a combination of case studies and discussion on current events. To simulate the interactive and relational nature of services, the students will work in groups to deliver a presentation and report assessing demonstrating their knowledge of service management concepts through application on a real-world service problem.

Assessment Methods

The format of resits will be determined by the Board of Examiners

Other Assessment
Description Semester When Set Percentage Comment
Essay2M100Individual report, 2,000 words
Formative Assessments

Formative Assessment is an assessment which develops your skills in being assessed, allows for you to receive feedback, and prepares you for being assessed. However, it does not count to your final mark.

Description Semester When Set Comment
Essay2MAssessment Clinic
Assessment Rationale And Relationship

The courseworks assesses the students' understanding of how services are designed, executed, delivered, managed, and evaluated. It would test them on their understanding service management concepts and their application to a real service problem. The groupwork is also simulate the interactive and evolving nature of service delivery. Finally, reflecting the research-led and research-based nature of the module, the students would be encouraed to collect primary and/or secondary data on a service operation/business and develop recommendations for improving it.

Reading Lists