Module leader: Deba Bardhan-Correia.
(deba.bardhan-correia@buckingham.ac.uk)
One term (10 units)
Aims of the module
- To learn what sets apart the best service corporations in terms of leadership, and to develop a deep understanding of core skills for successful human interaction as a leader, in particular counselling and situational leadership.
- To understand approaches used to manage organisation transformation to customer focus through service quality, particularly with respect to building leadership skills in an organisation.
- To provide an integrated view of service management, combining the operations, finance, marketing and human resource functions in a synergistic manner, and to develop in the student an appreciation of the problems created when such an integrated view is not taken.
After taking and participating in this module, successful students will be able to:
- demonstrate a critical understanding of the role of leadership in the management of service businesses.
- demonstrate an integrative understanding of intervention methods and strategies used to manage organisation transformation.
- critically evaluate best practices in Organisational Transformation of Service organisations.
- articulate the link between the individual, organisation and environment for transformation.
Module outline
- The role of a leader in counselling and situational leadership.
- The role of leadership in achieving customer-centricity through organisational transformation.
- Intervention methods and strategies used for successful transformation of organisations into customer-driven service-focused organisms.
- The integrated view of service management, combining the operations, finance, marketing and human resource functions.
Assessment
- Individual essay / report (50%)
- Individual case study (25%)
- Group presentation (25%)
Key texts
- Gittell, J.H. The Southwest Airlines way: Using the power of relationship to achieve high performance (New York: McGraw-Hill,. 2005). ISBN: 978-0-07-145827-6.
- Blanchard, K., Leadership and the one-minute manager (London: Harper Collins, 2004). ISBN: 978-0-00-710341-6.
- Blanchard, K. Leading at a higher level (Harlow: Financial Times / Prentice Hall, 2007). ISBN: 978-0-273-71042-4.
- Mintzberg, H., B. Ahlstrand & J. Lampel. Strategy safari: A guided tour through the wilds of strategic management (London: Prentice Hall, 1998). ISBN: 0-13-695677-7.
Before purchasing any key texts, we recommend that you check for the latest edition with the Business School.
