|Course ID:||MGMT 7260. 3 hours. |
|Course Title:||Service Operations Management|
|Operations management's role in service sector organizational performance. The concepts, skills, and research issues necessary to provide a competitive advantage to the service organization. Productivity improvement, quality of service delivery, work-force management, the impact of new technologies, and international issues.|
|Oasis Title:||SERVICE OPNS MGT|
|Duplicate Credit:||Not open to students with credit in MGMT 4260 or MGMT 8260|
|Prerequisite:||Permission of department|
|Offered every year. |
|Grading System:||A-F (Traditional)|
To explore the effect of the shift of the labor market from
manufacturing to service industries.
To gain an understanding of the complexities involved with
assuring high quality service in today's global competitive
To examine how the composition of a service organization's
resources (labor and processes) should change in response to
advances in information technologies.
To develop an understanding of the different methods used to
plan, schedule, and maintain the resources necessary to meet
demand for services in the short-term, medium-term, and long-term.
To determine the mix of work-force skills, technology, and design
of facility is best suited to achieve goals such as high quality,
volume and product-mix flexibility, quick customer response
times, or low cost.
Through case analyses, to explore how service companies in
various industries (e.g., health care, banking & finance, retail,
transportation/distribution, hospitality) have effectively (or
ineffectively) utilized operations methods to enhance their
respective competitive positions.
Section 1 - The Transition to a Service Economy
- Stages of Economic Development
- Service Classification
- Competitive Service Strategies
Section 2 - Strategic Service Location
- Location Criteria and Facility Location Techniques
- Trends in Location Decisions
- Globalization and the effect of Culture on the Service Organization
Section 3 - Process Design, Facility Layout, and Work Measurement
- Process Design Methods (Activity Charts, Process Design Charts,
and Flow Charts)
- Process Design and Positioning Strategies
- Matching Process Design with Competitive Priorities
- Production Line Approach to Services versus Empowerment
Section 4 - Service Quality Management and Service Recovery
|Honor Code Reference:|
All students are responsible for maintaining the highest standards of
honesty and integrity in every phase of their academic careers. The
penalties for academic dishonesty are severe and ignorance is not an
Academic honesty means performing all academic work without plagiarizing,
cheating, lying, tampering, stealing, receiving assistance from any other
person or using any source of information that is not common knowledge.