Business & Management MA(SocSci)/BSc/LLB/MA

Performance Management and Simulation in Services MGT4104

  • Academic Session: 2021-22
  • School: Adam Smith Business School
  • Credits: 15
  • Level: Level 4 (SCQF level 10)
  • Typically Offered: Semester 1
  • Available to Visiting Students: Yes
  • Available to Erasmus Students: Yes

Short Description

The course is built on three main components. These are Challenges of Performance Management in Services, Performance Measurement in Services, and Application of Simulation for Performance Management in Services. The three components are closely linked and together they are providing a systematic as well as an analytical view on managing performance in services.


The course will run for 10 weeks as follows:

■ 5 x 2 hour lecture and class activity

■ 4 x 2 hour lab (simulation)

■ 1 x 2 hour student presentation and lecturer feedback

Excluded Courses



Intended Learning Outcomes



Word Length/ Duration


1, 2, 4

Group Report, including response to feedback on presentation




4000 words


Are reassessment opportunities available for all summative assessments? No

Reassessments are normally available for all courses, except those which contribute to the Honours classification. For non-Honours courses, students are offered reassessment in all or any of the components of assessment if the satisfactory (threshold) grade for the overall course is not achieved at the first attempt. This is normally grade D3 for undergraduate students and grade C3 for postgraduate students. Exceptionally it may not be possible to offer reassessment of some coursework items, in which case the mark achieved at the first attempt will be counted towards the final course grade. Any such exceptions for this course are described below. 

Course Aims

The aim of this course is to introduce students to up to date and practically useful topics and discussions in the area of performance management, including different approaches to measuring performance. The course also brings opportunity for hands on learning experience by introducing a popular tool in performance management, that is simulation, and by discussing where and how this tool can be used as an integrated part of a wider performance management and measurement system.

Intended Learning Outcomes of Course

By the end of this course students will be able to:

1. Apply an analytical thinking to a service performance scenario while complementing that with a systematic view

2. Develop, assess and improve a variety of performance measurement tools and system for managing service performance

3. Use simulation to improve service operations while appreciating the limits and the scope of the tool

4. Working effectively as a team to structure and analyse a service performance management scenario 

Minimum Requirement for Award of Credits

Students must submit at least 75% by weight of the components (including examinations) of the course's summative assessment.