SHE Level 3
SCQF Credit Points 20.00
ECTS Credit Points 10.00
Module Code M3H113323
Module Leader Mark Phillipson
School School of Computing, Engineering and Built Environment
Subject Civil Engineering and Environmental Management
  • B (January start)

Summary of Content

Customer Service: Value in the eyes of the customer, supplier differentiators and procurement, quality and business processes Service Delivery: projects; objectives, planning and control, handover and success measures facilities; operations and maintenance continuous improvement; decision making and business process improvement Integrity and Compliance: Ethics and trust, the role of of health and safety and environmental legislation. People: Employment, motivation, and performance


Customer Service: who is the customer? Internal and external customers, value in the eyes of the customer, supplier differentiators, quality and quality systems, lean business processes, impact of service and service recovery on customer retention, procurement strategies, sustainable competitive advantage. Service Delivery: projects; nature of a project, scope and objectives, prepare Gantt charts manually and using MS project, critical path analysis and the Fulkerson algorithm, estimating and resourcing, project s-curves, commissioning, validation, handover. Service Delivery: facilities; building services plant operation, competence and training, maintenance, statutory requirements. Service Delivery: Continuous Improvement; Deming cycle, time value mapping, Failure Mode Effect Analysis, Root cause analysis, analytical problem solving, decision analysis, time management. Integrity and Compliance: professional ethics, business relationships ( customers, suppliers, competitors, employees, general public), duty of care, ownership of risk, introduction to the common principles of health and safety and environmental regulations. People: motivation, performance and performance improvement.

Learning Outcomes

On successful completion of this module, the student should be able to: Customer Service: identify internal and external customers, assess what adds value in the eyes of the customer and is therefore at a premium, understand the value of customer service and service recovery, understand the connection between customer service and sustainable competitive advantage, identify the key elements of quality and how it is managed.Service Delivery: projects; define project scope and objectives, prepare Gantt charts, perform critical path analysis, relate the project plan to the estimating and project control processes, understand the requirements for commissioning and handover, evaluate project key performance indicators.Service Delivery: facilities; understand the importance of properly-devised and implemented operations and maintenance regimes, access and apply information on the statutory requirements for the operation and maintenance of building services plant.Service Delivery: continuous improvement: apply simple continuous improvement tools to improve their own performance and that of their team.Integrity and Compliance: understand their obligations to comply individually and corporately with professional ethics and the law, understand the value of trust in business relationships, understand the common objectives and concepts of health and safety and environmental law.People: Understand how people are motivated at work, assess the performance of individuals and teams, and know how to improve, correct and reward levels of performance.

Teaching / Learning Strategy

The module is principally about how engineers 'get the job done'. As engineers generally prefer to 'learn by doing', the module will be constructed around a series of case studies. Seminars and directed reading will provide the theoretical background necessary to support the students' activities. Students will be required to work individually and in teams, and will be expected to utilise web-based self assessment tools and tutorial material on Blackboard. Some activities involve role-play. Learning and teaching strategies will be developed and implemented appropriate to students' needs to enable all students to participate fully in the module.

Indicative Reading

Bicheno J., 34 for Quality, Moreton Press All the following are available through the university library as e-books, or available electronically through CIS. Athens log-on is required. Lysons K., Farrington B., Purchasing and Supply Chain Management, Pearson Education CIOB, Code of Practice for Project Management for Construction, Blackwell Alexander K., Facilities Management, Spon Kerzner H., Project Management, John Wiley & Sons Portney S., Project Management for Dummies KotlerP., Lee N., Corporate Social Responsibility, John Wiley & Sons Manion J., From Management to Leadership, Jossey Bass Rosenfeld ., Wilson D., Managing Organisations, McGraw Hill Hughes P., Ferrett E., Introduction to Health and Safety in Construction Garraway N.B., Construction Business Management

Transferrable Skills

On completion of this module, the student should be able to: Identify internal and external customers, and implement appropriate customer service levels to delight the customer and give competitive advantage to the supplier, Plan and manage simple projects from concept to commissioning, Devise and implement operating and maintenance regimes for building services plant, Use simple process improvement tools to optimise personal and team performance, Behave ethically and be aware of EHS law, Recruit, motivate, retain and improve the performance of staff.

Module Structure

Activity Total Hours
Tutorials (PT) 8.00
Practicals (PT) 6.00
Independent Learning (PT) 148.00
Seminars (PT) 2.00
Assessment (PT) 36.00

Assessment Methods

Component Duration Weighting Threshold Description
Coursework 2 n/a 20.00 35% On-line class tests
Coursework 1 n/a 80.00 35% Various case study activities