Learning Outcomes: 1 Understand the types of service operations and operational parameters that are imperative for organisational
success.
2 Understand and compare strategies leading to improvement of service operations quality.
3 Analyse different types of operations processes, calculate the capacity of operations systems, predict
customer waiting times, and appreciate the impact of variability on customer service processes.
4 Evaluate the important aspects of service systems that control the provision of capacity to meet customer
requirements effectively.
5 Implement statistical methods and management techniques to monitor, control and improve service processes
of an organisation. Use this information as the basis for strategic business recommendations delivered orally
or in writing.
6 Produce a Service Operations Improvement Consulting Project that utilises research methodology, thinking
models, and development of commercially viable recommendations. Propose solutions with which a service
organisation can improve its operations and achieve sustainable competitive advantage.

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