This course deals with the production and delivery of services. Services differ from physical goods. They typically are intangible and are not storable, not transportable and highly variable. These characteristics pose special problems when managing the operations of service operations. This course covers a mix of topics with an emphasis on simple quantitative methods and strategic frameworks.

Course Outline and Plan

1. Nature of Services and Service Strategy
2. Service Quality, New Service Development, Technology
3. Service Process Management
4. Service Process Management Case Presentation
5. Service Facility Location
6. Matching Supply and Demand
7. Waiting Line Management and Personnel Management

Students are able to 

• understand the nature of services
• comprehend the tasks of managing services
• apply and analyse simple models of services 
  

Interactive teaching with case studies and presentations

• In-class Assignments: 10%
  
• Homework: 25%
• Case presentation: 20%
• Final exam: 45%

1	Author: Fitzsimmons, James and Fitzsimmons, Mona Title: Service Management: Operations, Strategy, Information Technology Publisher: McGraw-Hill Edition: 7 Year: 2010
2	Author: Link für Cases und Simulation Title: http://cb.hbsp.harvard.edu/cbmp/access/70448328

According to §3, paragraph 9 of WU's "Examination Guideline" the following rule applies:

If a student does not attend the first session of this course (illfounded and without written notice of his/her absence), he/she will be signed off from this course. The next attending student on the waiting list receives the now available place. 

It is not possible to increase the number of participating students over the maximum capacity.