Syllabus

Title
1611 Service Operations Management
Instructors
o.Univ.Prof. Dr. Alfred Taudes
Contact details
alfred.taudes@wu.ac.at
Type
PI
Weekly hours
2
Language of instruction
Englisch
Registration
09/16/19 to 10/27/19
Registration via LPIS
Notes to the course
Subject(s) Bachelor Programs
Specialization in Business Administration Course IV - Production Management
Dates
Day Date Time Room
Wednesday 10/30/19 09:30 AM - 01:00 PM TC.3.07
Thursday 11/07/19 04:30 PM - 08:30 PM TC.4.14
Thursday 11/14/19 08:00 AM - 11:00 AM TC.4.02
Thursday 11/21/19 12:00 PM - 03:30 PM TC.4.14
Thursday 12/05/19 09:30 AM - 01:00 PM D2.0.342 Teacher Training Raum
Thursday 12/12/19 09:00 AM - 12:30 PM D1.1.078
Thursday 12/19/19 09:00 AM - 11:30 AM TC.1.02

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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
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Learning outcomes

Students are able to 

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

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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.

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Teaching/learning method(s)

Interactive teaching with case studies and presentations
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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.

 

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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

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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: 2019-05-29



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