MSc Service Management and Design (SMD) “ The Service Systems research group at WMG has been working alongside leading companies such as IBM, Rolls-Royce and BAE Systems in actively shaping research and teaching to answer the increasing demand for experts in this area. “ Irene Ng Professor of Marketing and Service Systems, WMG, University of Warwick go.warwick.ac.uk/wmgmasters/courses/smd 29 Core Modules Service Support Technologies This module looks at the technologies available to deliver and support service. It will consider diagnostic tools as well as the secondary level of technological support in terms of information systems and global business implications. Financial Analysis and Control Systems This module provides an understanding of basic accounting principles, terminology and techniques which will enable you to interpret financial reports and information. An introduction to management accounting practices as an aid to effective operational financial planning and control is also included. Reputational and Relationship Management Intrinsic to Services is the importance of reputation and relationships. This module will consider management of both individual and organisation reputation. Traditional marketing will be considered alongside more innovative uses of technologies such as Twitter and social networks to enhance reputation and the inherent risks and opportunities this viral dissemination offers. It will also develop skills in communicating value for an effective sales pitch, be that directly to a customer, or internally within the organisation. Service Design and Delivery Through this module you will gain an overview of the processes involved in the service industry and learn what is different about managing ‘service’ projects, programmes and companies, as well as the tools and techniques used in the design and management of service in industries such as banking, finance or healthcare. It will give an understanding of where tools, techniques and processes applicable to one sector may be of use in the other, and will address how and why a manufacturing company can transform itself into a services company. Business Model Generation The Business Model focuses on developing the operational processes of a new business in a systems orientated manner. This module demonstrates the use of Business Models in creating, describing and analysing new business proposals. It will enable students to understand the key operational aspects of a new business and the relationships between them. Innovation You will develop new skills and knowledge that will enable you to contribute to the long-term competitiveness of businesses through innovation, and appreciate how behaviour within an organisation can promote or stifle creativity. You learn to use and create tools to support innovation in all areas of business. Leading Change Leadership begins with understanding yourself and your own motivations, having a vision of where you want to go and the skills to influence others to go there with you. The module provides opportunities for each participant to ‘lead’ and receive feedback on their leadership style. Introduction and links to theory will be made throughout the module. People in Organisations This module demonstrates the importance and value of effective people management within service industries. It emphasises the importance of motivating and inspiring employees to offer great service experiences that customers want to repeat time and time again. Project Planning, Management and Control This module provides an understanding of the principles, philosophies and methods of project management. It will teach you to apply current tools and techniques for project planning and control, including the selection and management of project teams.
Full-time Master's Priogramme 2015-16
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