Course overview
This course develops students understanding of the principles of service management and the attainment of the managerial skills required to effectively manage and increase the competitiveness of service businesses within the context of supply chains. Information communications technology (ICT) advances such as artificial intelligence (AI) and robotics are now introduced in numerous services, which in turn have changed business models and affected service management in supply chains. This course also aims to analyse how organisations can effectively design and offer customer engagement opportunities, allowing and motivating customers to participate actively while experiencing personalised services.
- Service Design In Supply Chains
- Service Delivery In Supply Chains
- Service Improvement In Supply Chains
Course learning outcomes
- Identify and critically analyse the role and impact of customers, service employees and information and communication technologies (ICT) on service design, innovation and management in supply chains with readings and seminar activities around the topics by completing the core requirements of this CLO in an essay, a presentation and report
- Evaluate the core principles of how to design and manage service systems, servicescapes and service processes within the context of supply chains with readings and seminar activities around the topics by completing the core requirements of this CLO in an essay, a presentation and report
- Develop the critical thinking and managerial skills required for improving service quality, revenue/yield management and service recovery/complaint management processes, including supply chain management, with readings and seminar activities around the topics by completing the core requirements of this CLO in an essay, a presentation and report
- Develop the critical thinking needed to anticipate the transformative impact of ICT on services and the service industry overall, as well as develop the managerial skills for integrating and exploiting ICT for (new) service design and management in supply chains with readings and seminar activities around the topics by completing the core requirements of this CLO in an essay, a presentation and report
Degree list
The following degrees include this course