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Service Operations Management (Advanced Information & Operations Management)

Name of module: Service Operations Management (Advanced Information & Operations Management)

Exam number: 3094

Semester/Trimester: Semester

Duration of the module: Ein Semester

Form of the module (i.e. obligatory, elective course): Wahlpflicht

Frequency of module offer: Each winter semester

Prerequisites: Abschluss des Moduls IOM V (Production & Operations Management) von Vorteil.

Applicability of module for other modules and study programmes:
Verwendbar als G-Modul. Serviceveranstaltung für Masterstudierende der Kultur- bzw. Rechtswissenschaften.

Person responsible for module: Prof. Dr. Irena Okhrin

Name of the professor: Prof. Dr. Irena Okhrin

Language of teaching: Englisch

ECTS-Credits (based on the workload): 7 (T-Modul); 5 (G-Modul)

Workload and its composition (self-study, contact time):
T-Modul: Kontaktzeit (Vorlesung, Übung, Seminar etc.) 60 Std.; Selbststudium: 150 Std. / G-Modul: Kontaktzeit (Vorlesung, Übung, Seminar etc.) 37,5 Std.; Selbststudium: 112,5 Std.

Contact hours (per week in semester): 3+1

Methods and duration of examination:
Es kann ein Leistungsnachweis erworben werden. Voraussetzung hierfür ist
- beim T-Modul (7 ECTS-Credits) die erfolgreiche Teilnahme an der Klausur plus die Anfertigung von vier Hausarbeiten (75 %) sowie die erfolgreiche Teilnahme an New Service Design Exercise (25 %),
- beim G-Modul (5 ECTS-Credits) die erfolgreiche Teilnahme an der Klausur plus die Anfertigung von vier Hausarbeiten.

Emphasis of the grade for the final grade: 2/29 (T-Modul); 1/29 (G-Modul)

Aim of the module (expected learning outcomes and competencies to be acquired):
Understanding Service Operations Management.

Contents of the module:
Services are playing an ever-increasing role in the world economy. Service processes involve high customer interaction, information intensive products and the requirement for realtime responsiveness to a wide variety of customer demands. Designing, implementing and maintaining these processes in a competitive environment requires service-oriented organizations to have a new level of competence. Furthermore, the operating activities of service firms differ significantly from those of manufacturing firms. Service organizations present unique competitive challenges due to the intangibility of the service product, the inherent variability in the service delivery system, and the simultaneous nature of production and consumption. This course will explore both theoretical issues and practical applications of operations management in service firms.
Outline:
1. The Role of Services in an Economy
2. Service Strategy
3. New Service Development
4. Service Quality
5. The Service Encounter
6. Service Facility Location
7. Forecasting Demand for Services
8. Managing Capacity and Demand
9. Managing Waiting Lines
10. Service Supply Relationships
11. Growth and Globalization of Services

Teaching and learning methods:
Lecture, exercises, Harvard Business School case studies, presentations

Literature (compulsory reading, recommended literature):
J.A. Fitzsimmons, M.J. Fitzsimmons, Service Management: Operations, Strategy, Information Technology, 2011, 7e, McGraw-Hill/Irwin.
Articles and Cases.

Further information:
Registration in Moodle required.
Chair's web page