Service Operations Management

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.