University of Surrey - Guildford

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2010/1 Module Catalogue
Module Provider: School of Management Short Name: MA119
Level: M Module Co-ordinator: LOCKWOOD AJ Prof (SoM)
Number of credits: 15 Number of ECTS credits: 7.5
Module Availability


Assessment Pattern
Assessment Pattern
Unit(s) of Assessment
Weighting Towards Module Mark( %)
Group Assignment
Individual Assignment
Qualifying Condition(s) 
Module Overview

This module is designed to provide students with an understanding of the way that hospitality operations function through the adoption of a systems approach. This approach will allow students to analyse a series of hospitality operations, identifying key systems, sub-systems and their interrelationships. This will facilitate a critical appraisal of the effectiveness of particular operational types and an evaluation of the potential for improvement. For those students with a background in hospitality, the module will provide a sufficiently distinct approach for them to gain new insights, while offering students without a background in hospitality a framework to facilitate their understanding of new material.

Module Aims

The aims of this module are to develop an understanding of systems theory, systems design and system analysis and to apply this to a range of hospitality operations. This will provide a framework that will allow students to evaluate critically the effectiveness of existing or potential operating systems. Adopting a systems approach will allow students from a range of educational backgrounds to consider operations management from a new perspective.

Learning Outcomes
On successful completion of this module, the student will be able to:
  • understand the principles of systems theory, systems analysis and systems design
  • analyse the effectiveness of hospitality systems
  • critically assess the relationships between core technologies and sub-systems
  • identify systems shortcomings and propose appropriate solutions
  • evaluate trends in hospitality systems
Module Content
  • Systems theory, systems design, systems analysis
  • Alternative taxonomies of hospitality systems
  • Process flow charting and related system analysis techniques
  • Core technologies and related subsystems
  • Trends in hospitality systems such as production lining, decoupling, self service
  • Control systems
  • Quality systems
Methods of Teaching/Learning
The teaching and learning strategy is based on developing the students’ abilities to use a series of systems analysis techniques on a range of case examples designed to illustrate specific learning points, which can then be applied to ‘live’ situations.
The teaching and learning methods include lectures, workshops and exercises, case discussions and visits as appropriate. Once the basic principles of the systems approach have been established, the focus will be placed on problem diagnosis and solution which will necessitate a teaching approach that will move from exposition to involvement.
Selected Texts/Journals
Hospitality and Tourism Operating Systems - it is a Cengage customised text

Hitchins D.K. (1992), Putting Systems to Work, Chichester: Wiley
Carter R. Martin J. Mayblin B and Munday M (1988), Systems, Management and Change, London: Paul Chapman Publishing
Flood R.L. and Jackson M.C. (1991), Creative Problem Solving: Total Systems Intervention, Chichester: Wiley
Hoebeke L. (1994), Making Work Systems Better, Chichester: Wiley
Johnston, R. and Clark, G. (2001) Service Operations management, Harlow : Prentice Hall
Jones P. (2001), Introduction to Hospitality Operations London: Continuum
McDermott I. and O’Connor J. (1997), The Art of Systems Thinking, London : Harper Collins
Other Indicative Reading
A range of journal articles will be recommended on a weekly basis.
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