For Leaders and Managers in Service-Based Industries

Designed for

Service is at the heart of a new business paradigm that assumes co-creation of value across a network of suppliers. Many businesses have been driven to reinvent themselves to meet global challenges as they change their business model for commercial advantage. This transition requires strong leadership that blends multidisciplinary expertise.

This course is suitable for you if you want to work as a leader or manager in service based industries. You will learn the systems and techniques used to manage service industries and creation of value in the business across suppliers within the industry and within industry processes.

Learning Outcomes

Through a combination of both practice and academic rigour you will develop the skills and knowledge to be able to:

• Throughly understand customer needs, be able to manage business performance through the development of personal awareness/capabilities for managing services.
• Understand the importance of experience and value to all stakeholders and be able to create a stakeholder map and use it to inform service design or redesign.
• Develop awareness of excellence in service from a variety of sectors from across the globe.
• Understand the lifecycle of service systems and have a working knowledge of tools, techniques and trends for service design and management.
• Understanding the principles of selling services and the implications on structuring a service organisation.
• Gain the theoretical knowledge to understand and explain the emergent behaviour of systems and recognise the importance of data, process control and measures to drive the right behaviour.
• Appreciate costing techniques and the implications of networks of value and lifecycle cost models to make the right decisions.
• Have awareness of information systems and enabling technologies for service.

Course Modules

Elective Modules

You can choose one elective from the list of elective modules to bring the total number of modules to ten. If you gain exemption from some of the compulsory modules because of prior experience or qualifications, then you must choose more electives.

Project

The project is worth 50% of the final grade and supports you in developing your personal research skills.Work on your project runs concurrently with your module work. .

You are expected to devote an appropriate portion of your time and intellectual effort to the project during the course i.e. approximately 900 hours or 6 months study.

Learning Style

The taught component of the course is a mixture of traditional lectured material, syndicate/group work, large scale delivery, practical work, online learning and forum activities. Module leaders are experts in their fields and are supported by external speakers working in organisations at the forefront of their fields.

Industrial visits are available to all students and the course is assessed through post module assignments.

Each module will usually last one week.

After You Graduate

This is a new course starting October 2012, however we would expect Graduates to be employed in management or leadership roles in service-based industries.

Contact us

If you have questions about this course, you can contact the Admissions Office: wmgmasters@warwick.ac.uk, +44 (0)24 7657 4470

"Service Science is a new field that is of the utmost importance to the world. With so much of global GDP being service-related, it is essential that we drive improved effectiveness, efficiency and sustainability in the delivery of services. There is therefore a need for people who can apply a unique combination of skills, knowledge and experience to this emerging field; people who can coordinate global resources of all kinds in the delivery of services, people who can identify and deliver a continuous stream of innovation in service systems in a repeatable and scientific way.”

^{Peter Ward
Client Technical Advisor Programme Manager, North East Europe, IBM}