If necessary due to COVID-19 Measures, this class will not be held at WU Campus. Instead it will be held in complete distance mode.
For each lecture unit lecturecasts, slides and additional material are provided. Students are required to study these together with the text book before the respective time slot and to submit the inClass assignments for the respective unit.
During the time slot of a lecture unit a video conference via MS Teams is held, during which the students present their solutions to the inClass assignments and discuss the contents of the lecture unit with their colleagues and the lecturer. Points are given for inClass assingment submission and for presentation and discussion participation during the video conference.
"Attendance" is compulsory, the respective MS Teams Group is "Service Operations Management WS 2020/21".
During the sessions the students present assignments that they handed in beforehand.
The final exam will be held in distance mode, too.
In case of any short-term changes you will be duly informed.
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
According to the examination regulation full attendance is intended for a PI. Absence in one unit is tolerated if a proper reason is given.
- In-class Assignments: 35%
- Case presentation: 20% (group work done by 3-4 students)
- 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.
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.