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People in Organisations

This is a new module due for delivery in 2012/13 as part of the new MSc in Service Management and Design. More details will be added to this outline as soon as they become available.

Introduction

This module will be a variation of our highly successful core module 'Organisations, People and Performance' (OPP) but with an emphasis of the importance and value of effective people management within service industries.

It is designed for managers (existing or aspiring) rather than HR professionals and emphases the importance of motivating and inspiring employees to offer great service experiences that customers want to repeat time and time again.

Contents

 The external environment and strategic context

 Structure, culture and values

 The service-profit chain

 Individual (personality and motivation) and team performance

 Conflict and resolution

 The employment relationship

 Performance management including recruitment, selection and employer branding, training and development, rewards and recognition