SERVICE OPERATIONS MANAGEMENT

Course Information
TitleΔΙΟΙΚΗΣΗ ΕΠΙΧΕΙΡΗΣΙΑΚΩΝ ΛΕΙΤΟΥΡΓΙΩΝ ΣΤΟΝ ΤΟΜΕΑ ΤΩΝ ΥΠΗΡΕΣΙΩΝ / SERVICE OPERATIONS MANAGEMENT
CodeΔΥ01
FacultyEconomic and Political Sciences
SchoolEconomics
Cycle / Level2nd / Postgraduate
Teaching PeriodWinter
CoordinatorChrysoleon Papadopoulos
CommonNo
StatusActive
Course ID100001166

Programme of Study: PPS Administration and Economy (2013-today)

Registered students: 13
OrientationAttendance TypeSemesterYearECTS
Service Administration - Logistics Management, Supplies Chain and ValuesCompulsory Course116
Service Administration - Logistics ManagementCompulsory Course116

Class Information
Academic Year2013 – 2014
Class PeriodWinter
Faculty Instructors
Class ID
100023282
Type of the Course
  • Background
  • General Knowledge
  • Scientific Area
  • Skills Development
Course Category
Specific Foundation / Core
Mode of Delivery
  • Face to face
Digital Course Content
Language of Instruction
  • Greek (Instruction, Examination)
  • English (Instruction, Examination)
Prerequisites
Required Courses
  • ΔΥ05 OPERATIONAL RESEARCH
General Prerequisites
No other pre-requisites.
Learning Outcomes
This course aims at assisting graduate students to managing effectively Logistics and SCM firms and other Service firms such as Banks, Insurance companies, super markets, hotels, restaurants, touristic firms, hospitals, airlines, rent-a-car companies, among others, leading to an increased customer satisfaction/service level. The differentiation between products and services is studied paying attention to the specific characteristics of services and the qualifications that modern service managers need to acquire in order to manage successfully their companies and organizations.
General Competences
  • Apply knowledge in practice
  • Retrieve, analyse and synthesise data and information, with the use of necessary technologies
  • Adapt to new situations
  • Make decisions
  • Work autonomously
  • Work in teams
  • Work in an international context
  • Work in an interdisciplinary team
  • Generate new research ideas
  • Design and manage projects
  • Be critical and self-critical
  • Advance free, creative and causative thinking
Course Content (Syllabus)
(I) THEORETICAL PART Introduction and course design, Conncetion of the course with Operations Management and Operations Research and Logistics and Supply Chain Management, Assignment of case studies and projects to students. Quality, Total Quality Maangement, ISO9000, Quality in Services, Six-sigma method and Lean Operations and their applications to service organizations. The role of services in modern economies. New service development, The service encounter, e-service, e-business models, Satisfaction mirror, Service profit chain, Service breakthroughs. Capacity and Demand Management, Yield Management, Growth and Globalization of services, Extension strategies and World class strategies, Franchising. Presentation of assignments, case studies and projects by the students, Summary, Conclusions and Further reading and research. (II) QUANTITATIVE METHODS APPLIED TO SERVICE SYSTEMS AND SERVICE ORGANIZATIONS - CASE STUDIES Project Management: PERT/CPM, PERT/TIME, PERT/COST. Introduction to Queueing Theory and Queueing Networks Theory and their applications in service systems. Introduction to Game Theory and its applications to Strategic Management and Logistics and Supply Chain Management. Demand Forecasting in Services. Shift management in hospitals, police stations, etc. Data Envelopment Analysis (DEA) and its applications in benchmarking in service firms. Students are encouraged to google Greek and international companies that apply successfully service management techniques. Special focus is given to methods, tools and the technology as well as in innovation that are used to face the market challenges and the uncertainty of demand. (III) PRESENTATION OF ASSIGNMENTS, CASE STUDIES AND PROJECTS BY THE STUDENTS The last two lecture weeks, students present their assignements, case studies and projects followed by detailed discussion and comments by them and the instructor. Note 1: Course material is distributed to the students via Dropbox on the second lecture week. Note 2: After the presentation of the assignments, case studies and projects by the students, their DOC and PPT files are gathered in a file which is shared among all the students and the instructor.
Keywords
Operations Management, Production and Service Management, Applications in the Service Sector
Educational Material Types
  • Notes
  • Slide presentations
  • Video lectures
  • Book
Use of Information and Communication Technologies
Use of ICT
  • Use of ICT in Course Teaching
  • Use of ICT in Laboratory Teaching
  • Use of ICT in Communication with Students
Description
Software packages: Solution of quantitative models with the use of special, even tailor-made commercial scientific S/W packages such as LINDO, MS PROJECT MANAGER, ARENA SIMULATION PACKAGE, among others. - Blackboard - Use of search engines (e.g., Heallink, Google, other) and the electronic sources of the Library of AUTH for bibliographic search.
Course Organization
ActivitiesWorkloadECTSIndividualTeamworkErasmus
Lectures
Laboratory Work
Fieldwork
Reading Assigment
Internship
Interactive Teaching in Information Center
Total
Student Assessment
Description
GRADING: Triple axes of appraisal: Class participation, essays and written end term exams. 1. Assignment/Case Study: 20% 2. Project and class participation: 30% 3. Final exam: 50%
Student Assessment methods
  • Written Exam with Short Answer Questions (Formative, Summative)
  • Written Exam with Extended Answer Questions (Formative, Summative)
  • Written Assignment (Formative, Summative)
  • Oral Exams (Formative)
  • Performance / Staging (Formative, Summative)
Bibliography
Course Bibliography (Eudoxus)
ΒΙΒΛΙΟΓΡΑΦΙΑ: • JAMES A. FITZSIMMONS & MONA J. FITZSIMMONS, SERVICE MANAGEMENT, McGRAW – HILL, Last edition.
Additional bibliography for study
• HESKETT, J. L., SASSER, W. E., JR. & SCHLESINGER, L. A., THE SERVICE PROFIT CHAIN, FREE PRESS, 1997. • HESKETT, J. L., SASSER, W. E., JR. & HART, C. W. L., SERVICE BREAKTHROUGHS CHANGING THE RULES OF THE GAME, FREE PRESS, 1990. • ΤΣΙΟΤΡΑΣ, Δ. Γ., ΒΕΛΤΙΩΣΗ ΠΟΙΟΤΗΤΑΣ, 2η ΕΚΔΟΣΗ, ΕΚΔΟΣΕΙΣ ΜΠΕΝΟΥ, ΑΘΗΝΑ, 2002. • CHOPRA, S. & MEINDL, P. SUPPLY CHAIN MANAGEMENT, 2003, PEARSON PRENTICE HALL. • SLACK, N. et AL., OPERATIONS MANAGEMENT, Sixth Edition, 2010, FT Prentice Hall. • RUSSEL, R. S. & B.W. TAYLOR III, OPERATIONS MANAGEMENT, 2003, PRENTICE HALL. • ANDERSON, D. R., SWEENEY, D. J., & WILLIAMS, T. A., AN INTRODUCTION TO MANAGEMENT SCIENCE, LAST EDITION: The Chapter on Project Management. • ΑΛΛΕΣ ΣΗΜΕΙΩΣΕΙΣ ΑΠΟ ΑΡΘΡΑ ΣΕ ΔΙΕΘΝΗ ΠΕΡΙΟΔΙΚΑ ΚΑΙ ΤΗ ΔΙΕΘΝΗ ΒΙΒΛΙΟΓΡΑΦΙΑ .
Last Update
21-12-2013