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Service Operations Management (DLMSM)

Module Title: Service Operations Management

Module No.:

DLMSM

Semester / Term:

--

Duration:

Minimum 1 Semester

Module Type(s):

Pflicht

Regularly offered in:

WS, SS

Workload: 150 h

Credit Points: 5

Admission Requirements:

None

Language of Instruction:

Englisch

Contributing Courses to Module:

Workload:

Self-study: 110 h
Self-examination: 20 h
Tutorials: 20 h

Course Coordinator(s) / Tutor(s):

Please see the current list of tutors on the Learning Management System.

Module Director:

Dr. Caterina Fox

References to Other Programs:

  • Path to Master

References to Other Modules in the Program:

None

Qualification and Educational Objectives of the Module:

On successful completion of this module, 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

Course Content of the Module:

  • The characteristics of service operations management
  • Process strategy
  • Service design decisions
  • Forecasting
  • Capacity management
  • Facilities management
  • Improvement
  • Supply chains in services
  • Customer experience

Teaching Methods:

See the contributing course outline

Literature:

See the contributing course outline

Percentage of the Module Grade Relative to the Final Grade for the Program:

--

Prerequisites to Qualify for Assessment:

Assessment:

See course outline

DLMSM01:
Written Assessment: Written Assignment (100%)