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BUS2032 : Service Operations Strategy and Management

  • Offered for Year: 2020/21
  • Module Leader(s): Dr Paul Lewis
  • Demonstrator: Mr Junwei Sun, Mr Kamran Sarmadi, Mr Ahmed Al Sawafi
  • Lecturer: Dr Adrian Small
  • Owning School: Newcastle University Business School
  • Teaching Location: Newcastle City Campus
Semester 1 Credit Value: 10
Semester 2 Credit Value: 10
ECTS Credits: 10.0


Effective management of operations is critical to the success of organisations right across business and industrial sectors, the service sector, the public sector and the ‘not-for-profit’ sector. Organisations that produce products and/or deliver services have operational systems at their core. Well-designed, robust operational systems that align with an organisation's strategy and are managed consistently well are central to sustaining high levels of organisational performance.

This module provides a broad introduction to the Operations Strategy and Operations Management discipline with a focus on topics that are particularly relevant to practice. The aim of the module is to provide the foundations and frameworks to understand and analyse key issues of relevance to the management of operations in contemporary organisations. It also aims to offer an insight into the contemporary issues of the subject of operations strategy and its importance for an organisation.

Outline Of Syllabus

This module covers four key themes in Operations Strategy and Management:
1. Operations strategy
2. The management of service operations (steering operations and processes)
3. Service operations improvement
4. Planning and controlling operations

Teaching Methods

Teaching Activities
Category Activity Number Length Student Hours Comment
Guided Independent StudyAssessment preparation and completion164:0064:00N/A
Scheduled Learning And Teaching ActivitiesLecture142:0028:00N/A
Guided Independent StudyDirected research and reading150:0050:00N/A
Scheduled Learning And Teaching ActivitiesSmall group teaching61:006:00N/A
Scheduled Learning And Teaching ActivitiesDrop-in/surgery21:002:00N/A
Guided Independent StudyIndependent study150:0050:00N/A
Jointly Taught With
Code Title
BUS2034Operations Management
Teaching Rationale And Relationship

The module includes lectures, exercises, readings, cases and discussions. The lectures will be formal sessions with discussion and illustration of concepts and techniques. Lectures provide the concepts and frameworks. These contribute to the module’s intended knowledge outcomes. The seminars consist of group work and response to questions giving students the opportunity to use the concepts and frameworks. These contribute to the module’s intended skills outcomes.

Assessment Methods

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

Description Length Semester When Set Percentage Comment
PC Examination601A35A seen case study with unseen questions.
PC Examination1202A65Unseen examination
Exam Pairings
Module Code Module Title Semester Comment
BUS2029Operations Strategy and Management1N/A
BUS2034Operations Management1N/A
LBU2034Operations Management1Paired with London module version for both semesters and resit
Formative Assessments
Description Semester When Set Comment
Case study1MCase study group discussion and a problem solving session.
PC Examination2MStudents get the chance to practice exam style questions
Assessment Rationale And Relationship

Formative feedback is provided throughout the module in order to help students check their understanding of the teaching material to help prepare for the exams. Once a student has attended the lecture and undertaken the essential reading they can check their understanding through taking an online test. Where numerical concepts have been covered, students can undertake multiple exercises to test their understanding of these concepts. The two exams assess students’ breadth and depth of understanding of the key concepts and techniques in operations strategy and management. The examination is an appropriate way to assess the theoretical underpinning and problem solving skills associated with operations management in order to identify what is important and how to think critically. Working under timed conditions is also a practical skill that is important when working in industry. The first exam assesses the work undertaken in the first part of the module. The second exam assesses concepts and techniques covered across the module and also assesses numeracy skills associated with application of basic techniques in operations strategy and management

Reading Lists