5054 Service Operations Management
o.Univ.Prof. Dr. Alfred Taudes
  • LV-Typ
  • Semesterstunden
  • Unterrichtssprache
12.02.2019 bis 20.02.2019
Anmeldung über LPIS
Hinweise zur LV
Planpunkt(e) Bachelor
Wochentag Datum Uhrzeit Raum
Donnerstag 28.02.2019 09:00 - 12:30 TC.5.12
Donnerstag 07.03.2019 09:00 - 12:30 TC.5.12
Donnerstag 14.03.2019 09:00 - 12:30 TC.5.12
Donnerstag 21.03.2019 09:00 - 12:30 TC.5.12
Donnerstag 04.04.2019 09:00 - 12:30 TC.5.12
Freitag 05.04.2019 09:00 - 12:30 D5.1.002
Donnerstag 11.04.2019 09:00 - 11:00 TC.3.01

Inhalte der LV

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

Lernergebnisse (Learning Outcomes)

Students are able to 

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

Regelung zur Anwesenheit

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


Interactive teaching with case studies and presentations

Leistung(en) für eine Beurteilung


  • 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.



1 Autor/in: Fitzsimmons, James and Fitzsimmons, Mona
Titel: Service Management: Operations, Strategy, Information Technology

Verlag: McGraw-Hill
Auflage: 7
Jahr: 2010
2 Autor/in: Link für Cases und Simulation


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.  

Zuletzt bearbeitet: 30.11.2018