Registry
Module Specifications
Archived Version 2020 - 2021
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Description 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. | |||||||||||||||||||||||||||||||||||||
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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. | |||||||||||||||||||||||||||||||||||||
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 |
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Indicative Content and
Learning Activities This module will provide brief understanding of the service management concepts in an International environmentIndicative 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; | |||||||||||||||||||||||||||||||||||||
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Indicative Reading List
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Other Resources None | |||||||||||||||||||||||||||||||||||||
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