Service and Operations Management

Service and Operations Management

Year: 2018-19
Course code: MGT2012
Course credits: 10
Taught: Semester 2
Course co-ordinators: Dr Farhad Shafti 
Course lecturers: Dr Farhad Shafti and Dr Alison Smart
Entry requirements: Students must achieve a grade D or above in ALL four Management level 1 courses Introduction to Marketing; Organisational Behaviour; Foundations of Finance and Principles of Management to progress to Level 2 Business and Management.
Available to visiting students: Yes, assuming successful completion of courses equivalent to principles of management, marketing, organisational behaviour and financial and management accounting at home institution.
Contact for more informationClaire Cameron

Course description

MGT2012, Service and Operations Management, is one of four 10-credit courses which comprise level 2 study in Business and Management.  Students will complete all four courses (40 credits in total) in order to progress to further study in Business and Management subject to achieving entry requirements. 

This course will introduce students to fundamental concepts and management practices in managing services and operations in organisations.


This course aims to:

  1. To introduce students to the theory and practice of Operations Management for both goods production and service delivery.
  2. To introduce students to the major topics within Operations Management and how these may be applied. Topics will include areas such as operations strategy, design and delivery of goods and services, planning and control, improvement and performance measurement.
  3. To provide students with opportunities to evaluate research and examine the applications of operations management tools and theories within organisations.

Intended Learning Outcomes

By the end of this course, students should be able to:

  • Explain different approaches and techniques in operations management and describe the appropriate environments in which each approach might be applied.
  • Recognise the similarities and differences in designing, planning, producing and improving services and goods and understand the implication of managing and controlling operations to deliver goods and services.
  • Apply and evaluate the use of operations management principles and techniques in a range of business decisions.
  • Evaluate the strategic role of operations in creating value for organizations.

Learning and teaching methods

Lectures:  Tuesday and Fridays (2.00-3.00pm) (2 x 1hr lectures x 10 weeks )
Tutorials: 1 x 1hr tutorials x 5 weeks

Tutorials are held at various times and can be selected on MyCampus.

Course texts

To be confirmed


A 2-hour degree exam (April/May) (100%)