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This course examines service operations management, focusing on how organisations design, manage, and improve service delivery. As the service sector grows, effective operations management is essential for efficiency, customer satisfaction, and organisational success. New Zealand’s economy, heavily reliant on industries like tourism, healthcare, and retail, provides a unique context for exploring these concepts. Through real-world examples from public services, business-to-business operations, and hospitality, students will analyse key operational decisions, challenges, and strategies. Integrating process improvement and strategic operations management, the course offers a holistic view of service performance. By the end, students will gain practical insights into optimising processes, managing resources, and aligning operations with organisational goals.
The outcomes of the course are:1.Demonstrate an understanding of key theories, concepts, and models in service operations, including service strategy, service design, and performance management, by applying them to real-world cases.2.Critically evaluate service processes, resource management, and capacity planning to identify operational challenges and propose data-driven solutions for improving service performance.3.Develop data-driven solutions that enhance service performance while promoting sustainability, ethical business practices, and cultural responsibility.4.Understand the role of service operations in driving innovation and continuous improvement, applying best practices from diverse service industries to enhance operational efficiency and organisational resilience.
(1) MGMT100 or MGMT170 and (2) STAT101
Students must attend one activity from each section.
Mona Koushan
Domestic fee $1,003.00
International fee $4,538.00
* All fees are inclusive of NZ GST or any equivalent overseas tax, and do not include any programme level discount or additional course-related expenses.
For further information see Management, Marketing and Tourism .