Service and Supply Chain Management - CB784

Location Term Level Credits (ECTS) Current Convenor 2019-20
Medway Spring
View Timetable
6 15 (7.5) MR S Jordan







Students will be expected to develop the ability to use appropriate techniques of analysis and enquiry within supply chain and service management, and to learn how to evaluate the alternatives and make recommendations. Topics include:

• The nature of services and service strategy
• Supply chain management
• Managing quality within supply chains
• Service development and technology
• Service quality and the service encounter
• Project/Event management and control
• Managing capacity and demand in services


This module appears in:

Contact hours

The module will be taught by lectures, seminars and private study.

Total Contact Hours: 21
Private Study Hours: 129

Method of assessment

Main assessment method:
Coursework (40%) consisting of:

Online Moodle test (20%)
Group project (20%) related to supply chain design, and comprising of a group presentation of 20 minutes. An individual peer assessment report is also required (250 words), and will be taken into account when marking to encourage full contribution from all members. The report is not summative and will not be marked but is a mechanism to manage group difficulties and conflict, and to award a lower mark to an individual for non-contribution to the group assignment if appropriate.

Two-hour, unseen and closed book end-of-year examination (60%)

Reassessment method:
Examination 100%

Indicative reading

Fitzsimmons, J.A., and Fitzsimmons M.J., (2008). Service Management. 6th edn. New York: McGraw-Hill.

Hill, A. and Hill, T. (2017). Essential Operations Management. 2nd edn. Basingstoke: Palgrave.

Johnston, R., Clark, G., and Shulver, M. (2012). Service Operations Management: Improving Service Delivery. 4th edn. London: Pearson.

See the library reading list for this module (Medway)

Learning outcomes

8. The intended subject specific learning outcomes.
On successfully completing the module students will be able to:
8.1 Demonstrate a systemic understanding of service and supply chain management, and recognise their contribution within an organisation.
8.2 Utilise theories, concepts and frameworks to critically analyse and evaluate service and supply chain management problems.
8.3 Understand decision making in relation to service and supply chain management and its application to managing projects and events; capacity and demand; controlling, and improving quality.
8.4 Utilise appropriate concepts and models sufficiently to investigate problems, evaluate solutions and present recommendations.

9. The intended generic learning outcomes.
On successfully completing the module students will be able to:
9.1 Organise and present a critical analysis of complex systems relating to the field internationally.
9.2 Find, select, organise and synthesise complex management information.
9.3 Understand how to contribute effectively to organisational decision-making.
9.4 Present complex arguments clearly and consistently, orally and in writing.

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