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 MSc course is suitable for you if you want to work as a leader or manager of service functions within industries. You will learn the systems and techniques used to manage service functions and creation of value in the business across suppliers within the industry and within industrial processes.
Through a combination of both practice and academic rigour you will develop the skills and knowledge to be able to:
- Thoroughly 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.
Lean Six Sigma Green Belt Accreditation Enrolment on the MSc Service Management and Design gives you the opportunity to take the “Lean Six Sigma Green Belt” course in addition to your Master's programme. This additional professional qualification aligns with the MSc project, the work undertaken for the Green Belt qualification can form the basis of the case for your dissertation.
The MSc is made of an individual research project which represents 50% of the Master's credit. The remaining 50% is made up of taught modules. Students would generally study 9 modules over the course of the 12 months. Modules are generally taught in intensive one-week blocks from Monday to Friday, 9.00am - 6.30pm. They are taught through a variety of learning activities: lectures, seminar work, syndicate group activities, industrial games, practical exercises and case studies to encourage teamwork and practical grounding of the material. E-learning and forum activities are widely used to complement these activities.
Core Modules for this MSc are
- Service Design and Delivery
- Service Support Technologies
- Reputation and Relationship Management
- Financial Analysis and Control Systems
- Business Model Generation
- Leading Change
You can choose three electives from the list of elective modules to bring the total number of modules to nine.
Please note: Our course and module content and the schedule is continually reviewed and updated to reflect the latest research expertise at Warwick, so it is therefore very important that you check the website for the latest information before you apply and when you accept an offer.
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. For Service Management and Design, some examples of projects include: -
- Gaining Competitive Advantage through Service Management in the Healthcare Industry
- The effects of the Complex Behaviours of a Hotel Business on customer relationships and business performance
- The relationship between management structures and service performance in service-dominant industries.
- Comparison of corporate culture between service and manufacturing industries
- The importance of after-sales services in customer relationships within mobile and computer industries
- Investigation into how social media adds value to the travel industry in China and the UK
After you Graduate
This MSc is aimed at future leaders and managers in service-based industries and focuses on the transition from product-centric to service-centric thinking. It is particularly relevant for manufacturing companies, however, is not sector specific and would be equally relevant for roles within the public sector. The public sector faces huge challenges in terms of efficiencies. Successful adaption of manufacturing solutions and techniques and improving productivity to get more effective service delivery will help the sector meet some of the many challenges. Graduates could expect to go on to work within operations management, business model development and service support strategy within any business, from local SME's to global organisations.