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Service Design and Delivery

Introduction

To provide students with an overview of processes involved in the service industry to complement their study of the engineering, manufacturing or e-business sectors on existing modules. This module aims to highlight what is different and special about managing “Service” projects, companies, programmes and the tools and techniques used in the design and management of service in industries such as banking, finance or healthcare.

The course also seeks to show where tools, techniques and processes applicable to one sector may be of use in the other. The course will also address how and why a manufacturing company can transform itself into a services company.

Objectives

On successful completion of the module, participants will be able to:

  1. Comprehensively understand similarities and differences between manufacturing and services companies in terms of organisation and business processes
  2. Comprehensively understand how and why a manufacturing company can transform itself into a services company
  3. Understand and be able to document organisational structure and business processes.
  4. Understand, select and systematically apply appropriate modelling methodologies and tools.
  5. Recognise and understand different types of services delivered by current services-based organisations.
  6. Recognise, anticipate and evaluate some of the specific challenges of a services-based organisation.
  7. Recognise, anticipate and accommodate the uncertainties inherent in a service-based process.
  8. Interpret and critique a given process and advance practical improvements to it
  9. Independently design and create a complex organisational structure and business processes to systematically deliver a specific service.

Contents

  1. Introduction to services
    • Review of manufacturing company activities and processes (supply chain, design, manufacturing, sales)
    • Types of services organisations
    • Distinguishing services from goods
    • Review of services organisation activities and processes
    • Consideration of similarities and differences between manufacturing and services
    • Context and motivations of the move to services
    • Introduction to, and history of, Services Science, the root of repeatability in service delivery
  2. How do services organisations do what they do? An in-depth look at how services businesses work, comparing with manufacturing companies in all areas. Use Service Science Management and Engineering (SSME) as the basis for services analysis
    • Raw materials: people – “rightshoring”, agency staffing, etc
    • Design: service design
    • Production: creating the service -- where, how
    • Delivery: delivering the service -- types, where, how
    • After-sales
    • Specific challenges of services compared to products: quality/value, co-creation, experience vs. specifications
    • Business processes for services
    • Management for services
    • Generic organisation and business processes for service organisation
  3. Types of services from services companies
    • Make use of analysis matrices to understand services ranging from hotels through hospitals and schools to professional services and business process outsourcing
    • Consider processes, services offered, how delivered, how measured
  4. Case studies (different lessons from the various examples)
    • Select from a range including: Healthcare, Business process outsourcer, Application development/maintenance outsourcer, Retailer, Education,
      Public transport, Hotel, Banking, Airline
  5. Conclusions