Course Description
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)
Course Objectives
Course Objectives: 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 environment. 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.
Topical Outline
The following topics are covered in this course: 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 -
Syllabus