Syllabus

Title
5054 Service Operations Management
Instructors
o.Univ.Prof. Dr. Alfred Taudes
Contact details
  • Type
    PI
  • Weekly hours
    2
  • Language of instruction
    Englisch
Registration
02/12/19 to 02/20/19
Registration via LPIS
Notes to the course
Subject(s) Bachelor Programs
Dates
Day Date Time Room
Thursday 02/28/19 09:00 AM - 12:30 PM TC.5.12
Thursday 03/07/19 09:00 AM - 12:30 PM TC.5.12
Thursday 03/14/19 09:00 AM - 12:30 PM TC.5.12
Thursday 03/21/19 09:00 AM - 12:30 PM TC.5.12
Thursday 04/04/19 09:00 AM - 12:30 PM TC.5.12
Friday 04/05/19 09:00 AM - 12:30 PM D5.1.002
Thursday 04/11/19 09:00 AM - 11:00 AM TC.3.01

Contents

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

Learning outcomes

Students are able to 

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

Attendance requirements

According to the examination regulation full attendance is intended for a PI. Absence in one unit is tolerated if a proper reason is given.

Teaching/learning method(s)

Interactive teaching with case studies and presentations

Assessment

 

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

60% of the maximum of the total number of points and 50% of the maximum points achievable for the final exam have to be reached in order to pass.

 

Readings

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


Other

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.  

Last edited: 2018-11-30



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