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Service Operations Management (DLMSM01)

Kursnummer:

DLMSM01

Kursname:

Service Operations Management

Gesamtstunden:

150 h

ECTS Punkte:

5 ECTS

Kurstyp: Pflicht

Kursangebot : WS, SS

Course Duration : Minimum 1 Semester

Zugangsvoraussetzungen:

None

Kurskoordinator(en) / Dozenten / Lektoren:

Siehe aktuelle Liste der Tutoren im Learning Management System

Bezüge zu anderen Modulen:

Siehe Modulbeschreibung

Beschreibung des Kurses:

The goal of service operations management is to create and improve service processes to achieve increases in productivity and quality. These strategies are applicable across a wide variety of industries and departments.

Managers must understand how service companies create efficient service production and delivery systems while adhering to customer expectations. Proper operations management uses various interdependent tools and subsystems to increase efficiency, effectiveness, and productivity at the lowest possible cost.

Forecasting, capacity management, resource management, supply chain management, process management, quality management, and project management strategies are used interchangeably by effective managers to design and implement a service to optimum customer satisfaction levels.

Course Objectives and Outcome:

On successful completion of this course, students will be able to:

  • create efficient service production delivery systems
  • forecast and use capacity, resource, and supply chain management strategies
  • transform service inputs into service outputs effectively
  • understand various service operations subsystems and tools
  • use process, quality, and project management concepts
  • develop an operations strategy
  • design a service to optimum customer satisfaction level

Teaching Methods:

The learning materials include printed and online course books, vodcasts, online knowledge tests, podcasts, online tutorials, and case studies. This range of learning materials is offered to students so they can study at a time, place, and pace that best suits their circumstances and individual learning style.

Course Content:

  1. The Characteristics of Service Operations Management
    1. The Values of Operations Management
    2. Operations Strategy
    3. Strategic Fit
    4. Operational Views
    5. Competitive Priorities
  2. Process Strategy
    1. Process Structure
    2. Process Decisions
    3. Process Analysis
    4. Theory of Constraint
    5. Process Documentation and Improvement
  3. Service Design Decisions
    1. Customer Expectation Extraction
    2. Designing and Delivering Services
    3. Job Design and Work Organization
    4. Organizational Integration
  4. Forecasting
    1. Demand Management
    2. Forecasting Decisions
    3. Forecasting Methodologies
    4. The Forecasting Process
    5. Forecasting Error
  5. Capacity Management
    1. Capacity Planning
    2. Resource Planning and Scheduling
    3. Customer Management
    4. Revenue Management
  6. Facilities Management
    1. Front and Back Office Facilities Management
    2. Facility Location Models
    3. Designing the Servicescape
    4. Ergonomics and Productivity
    5. Information Systems and Networks
  7. Improvement
    1. Total Quality Management
    2. Operational Improvement
    3. Continuous Improvement
    4. System Failure, Prevention, and Recovery
    5. Complaint Management
  8. Supply Chains in Services
    1. Supply Chain Design
    2. Performance Metrics
    3. Integration
    4. Supply Chain Risks
    5. Sustainability
  9. Customer Experience
    1. Competitive Advantage
    2. Delivery Metrics
    3. Communication
    4. Success Parameters

Literatur:

  • Alhouti, S., Gillespie, E. A., Chang, W., & Davis, L. (2015). The thin line between love and hate of attention: The customer shopping experience. Journal of Marketing Theory and Practice, 23(4), 415–433.
  • Deshmukh, A. K., & Mohan, A. (2016). Demand chain management: The marketing and supply chain interface redefined. IUP Journal of Supply Chain Management, 13(1), 20–36.
  • van Looy, B., Gemmel, P., & Van Dierdonck, R. (2013). Service management: An integrated approach (3rd ed.). Harlow: Pearson Education.
  • Lavy, S., Garcia, J. A., Scinto, P., & Dixit, M. K. (2014). Key performance indicators for facility performance assessment: Simulation of core indicators. Construction Management and Economics, 32(12), 1183–1204.
  • Scur, G., & Heinz, G. (2014). The environmental dimension in the context of the operations strategy of the São Paulo’s ABC region automotive manufacturers. Review of Business Management, 18(60), 290–304.

Prüfungszugangsvoraussetzung:

  • Depending on the course: Completion of online knowledge tests (approx. 15 minutes per unit, pass / not pass)
  • Course evaluation

Prüfungsleistung:

  • Written Assessment: Written Assignment

Student Workload (in hours): 150

Self-study: 110
Self-testing: 20
Tutorials: 20