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.
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.
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 .