Service sector performance and methods designed to improve service sector competitiveness. The operations management decisions in service businesses in relation to productivity, quality, work force management, location, capacity, the effect of new technologies, and international issues.
Athena Title
Service Operations Management
Equivalent Courses
Not open to students with credit in MGMT 7260, MGMT 7260E
Prerequisite
MGMT 3000 or MGMT 3000H or MGMT 3000E
Semester Course Offered
Offered every year.
Grading System
A - F (Traditional)
Student learning Outcomes
Students will apply service and strategy tools and methods to solving complex business problems.
Students will understand how leadership in service design, planning, execution and project management builds customer relationships, retention and revenue. In group work, students will develop team norms, sign an agreement document, provide feedback on their team and resolve any conflict.
Students will learn how to write concise recommendations and justification of recommendations to complex business problems, including application of quantitative and qualitative business analysis.
Topical Outline
The Service Economy
Service Strategy and New Service Development
The Service Encounter, Supporting Facility, Location and Process Flows
Service Quality and Process Improvements
Service Supply Locations and Globalization of Services
Managing Capacity and Demand in Services with Queuing Models
Managing Waiting Lines
Forecasting Demand and Inventory Management in Services
Managing Service Projects
Institutional Competencies Learning Outcomes
Critical Thinking
The ability to pursue and comprehensively evaluate information before accepting or establishing a conclusion, decision, or action.
