BU3561 Services & Information Management

(10 ECTS credits)

Module Content/Outline:

This module will introduce students to essential concepts in Service Management and current and emerging capabilities in Information and Comunications Technologies (ICT) that are relevant to the delivery of services.  It is aimed at students with a basic understanding of Operations Management, and assumes some knowledge of personal computing and the rudiments of current telecommunications (e.g. mobile phones, internet).  Throughout the module students will be exposed to practical issues and opportunities that arise through deployment of ICT and use of analytics to create business and public value.

Lecturer(s):

Professor Mary Lee Rhodes

Learning Outcomes:

On successful completion of this module students should be able to:

• Describe the key elements of services and products and the main differences between the two in terms of sourcing, making and delivering
• Define the key components of a strategic service vision and the factors that influence the decisions required
• Define and describe the field of Information & Communitcations Technology (ICT);
• Analyse business and social challenges and opportunities using an appropriate value-creation framework;
• Propose and test ways of applying ICT models and capabilities to issues relevant to business organisations and practicing managers, with particular emphasis on the use of business analytics; and
• Communicate conclusions and recommendations in a professional manner.

Lectures &Tutorials/Contact hours:

1 2-hr lecture per week and 10 self-managed tutorials/labs

Recommended Texts/Key Reading:

Fitzsimmons & Fitzsimmons (2011), Service Management: Operations, Strategy and Information Technology (7th ed.), NY: McGraw-Hill; Davenport, T and Harris, J (2007); Competing on Analytics: The New Sceince of Winning, Boston, MA: Harvard Business School Publishing


Assessment:

There will be three different assessments over the year:

• Michaelmas term tutorials/term test (25%)
• Group project in Hilary term (25%)
• Final exam (50%). Note that students must pass the exam in order to pass the course.



Penalties for late submission:

Students unable to submit a term assignment for medical reasons must produce a medical certificate to the School of Business Studies office within three working days of the missed submission date. Certificates received after that time will not be accepted.

Examination:

1 x 3-hour examination - 50% of overall grade

 

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