International Service Management

Dublin City University

Course Description

  • Course Name

    International Service Management

  • Host University

    Dublin City University

  • Location

    Dublin, Ireland

  • Area of Study

    International Management

  • Language Level

    Taught In English

  • Course Level Recommendations

    Upper

    ISA offers course level recommendations in an effort to facilitate the determination of course levels by credential evaluators.We advice each institution to have their own credentials evaluator make the final decision regrading course levels.

    Hours & Credits

  • ECTS Credits

    5
  • Recommended U.S. Semester Credits
    2
  • Recommended U.S. Quarter Units
    3
  • Overview

    Description
    The International Service Management module is developed in recognition of the fact that much of the world economy is dominated by services. Understanding the concepts of effective service management is essential for any student wishing to join and succeed in a service-oriented firm. The theme of the module is based on the understanding that service organizations (e.g. banks, transportation companies, consulting companies, hotels, hospitals, educational institutions, etc.) management require a distinctive approach than manufacturing organizations. Beginning with the service encounter, service managers must blend marketing, technology, people, and information to achieve a distinctive competitive advantage. The module will provide a sound overview of the main theories and concepts in service management. It will differentiate between service production and manufacturing and, in particular, highlight the fact that services are, by definition, co-produced by customers and service provider. The module will also focus on different ways of improving service performance and creating value for customers while avoiding the pitfalls of an exclusive focus on financial indicators. In addition, the module will provide methods and tools to enable graduates to systematically analyse and improve potential gaps in the organisation’s service orientation.

    Learning Outcomes
    1. Familiarize themselves with the key service management concepts, the challenges of a service provider, and the principles of lean thinking
    2. Understand new service development from both a product and process perspective
    3. Demonstrate how ‘Lean Thinking’ can be integrated into a service management with dramatic and instant beneficial results.
    4. To develop an awareness of the opportunities that information technology can have for enhancing service firm’s competitiveness.