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Module Specifications..

Current Academic Year 2023 - 2024

Please note that this information is subject to change.

Module Title International Service Management
Module Code MT313
School DCUBS
Module Co-ordinatorSemester 1: Colum Foley
Semester 2: Colum Foley
Autumn: Colum Foley
Module TeachersColum Foley
James Byrne
William Schofield
NFQ level 8 Credit Rating 5
Pre-requisite None
Co-requisite None
Compatibles None
Incompatibles None
Coursework Only
Repeat Assignment

The International Service Management module is developed in recognition of the fact that much of the world economy is dominated by services. Understanding the concepts of effective service management is essential for any student wishing to join and succeed in a service-oriented firm. The theme of the module is based on the understanding that service organizations (e.g. banks, transportation companies, consulting companies, hotels, hospitals, educational institutions, etc.) management require a distinctive approach than manufacturing organizations. Beginning with the service encounter, service managers must blend marketing, technology, people, and information to achieve a distinctive competitive advantage. The module will provide a sound overview of the main theories and concepts in service management. It will differentiate between service production and manufacturing and, in particular, highlight the fact that services are, by definition, co-produced by customers and service provider. The module will also focus on different ways of improving service performance and creating value for customers while avoiding the pitfalls of an exclusive focus on financial indicators. In addition, the module will provide methods and tools to enable graduates to systematically analyse and improve potential gaps in the organisation’s service orientation.

Learning Outcomes

1. Familiarize themselves with the key service management concepts, the challenges of a service provider, and the principles of lean thinking
2. Understand new service development from both a product and process perspective
3. Demonstrate how ‘Lean Thinking’ can be integrated into a service management with dramatic and instant beneficial results.
4. To develop an awareness of the opportunities that information technology can have for enhancing service firm’s competitiveness.

Workload Full-time hours per semester
Type Hours Description
Lecture15Participation in formal lectures
Assignment Completion30Business Process Improvement
Independent Study45Pre and Post Lecture Independent Reading
Independent Study20Assignment research
Directed learning15Study of directed readings
Directed learning15Study of Directed readings
Total Workload: 140

All module information is indicative and subject to change. For further information,students are advised to refer to the University's Marks and Standards and Programme Specific Regulations at: http://www.dcu.ie/registry/examinations/index.shtml

Indicative Content and Learning Activities

This module will provide brief understanding of the service management concepts in an International environment
Indicative Content: • The Role of Services in an Economy; • The Nature of Services; • Principles of Service Management; • Internationalization of Services • Understanding and Improving Service Quality; • Customer Service Process Design, Analysis and Improvement; • Managing The Service Profit Chain • The Lean Service Organization; • Service leadership and strategy;

Assessment Breakdown
Continuous Assessment100% Examination Weight0%
Course Work Breakdown
TypeDescription% of totalAssessment Date
AssignmentBusiness Process Improvement Assignment40%n/a
AssignmentIndividual Assignment60%n/a
Reassessment Requirement Type
Resit arrangements are explained by the following categories;
1 = A resit is available for all components of the module
2 = No resit is available for 100% continuous assessment module
3 = No resit is available for the continuous assessment component
This module is category 1
Indicative Reading List

  • Sanjeev Bordoloi,James A. Fitzsimmons,Mona J. Fitzsimmons: 2021, Service Management, 9/e, 1260092429
Other Resources

Programme or List of Programmes
AFBA in Accounting and Finance
BSBachelor of Business Studies
BSEBachelor of Business Studies (Exchange)
BSIBusiness Studies ( with INTRA )
BSSAOStudy Abroad (DCU Business School)
EBBA in Global Business
EBCBA in Global Business (Canada)
EBFBA in Global Business (France)
EBGBA in Global Business (Germany)
EBSBA in Global Business (Spain)
EBTBA in Global Business (USA)
INTBBachelor Business Studies International

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