SERVICE OPERATIONS MANAGEMENT
| Title | ΔΙΟΙΚΗΣΗ ΕΠΙΧΕΙΡΗΣΙΑΚΩΝ ΛΕΙΤΟΥΡΓΙΩΝ ΣΤΟΝ ΤΟΜΕΑ ΤΩΝ ΥΠΗΡΕΣΙΩΝ / SERVICE OPERATIONS MANAGEMENT |
| Code | 10602-LSC-102 |
| Faculty | Social and Economic Sciences |
| School | Economics |
| Cycle / Level | 2nd / Postgraduate |
| Teaching Period | Winter |
| Coordinator | Georgios Tagaras |
| Common | No |
| Status | Active |
| Course ID | 600001062 |
Programme of Study: Logistics & Supply Chain Management
Registered students: 22
| Orientation | Attendance Type | Semester | Year | ECTS |
|---|---|---|---|---|
| KORMOS | Compulsory Course | 1 | 1 | 6 |
| Academic Year | 2018 – 2019 |
| Class Period | Winter |
| Faculty Instructors | |
| Weekly Hours | 3 |
| Class ID | 600131427
|
Course Type 2016-2020
- Scientific Area
- Skills Development
Course Type 2011-2015
Specific Foundation / Core
Mode of Delivery
- Face to face
Digital Course Content
- e-Study Guide https://qa.auth.gr/en/class/1/600131427
- eLearning (Moodle):
Language of Instruction
- English (Instruction, Examination)
Prerequisites
General Prerequisites
An introductory course on Operations Management: Production Management as well as Service Management. Also, an introductory course in Operations Research.
Learning Outcomes
Course Objective
The purpose of this module is to provide an in-depth view of service operations management. Service operations management is firmly established as a field of study that embraces all service industries. Services touch the lives of every person in all countries every day: food services, communication services, educational services, healthcare services and emergency services, logistics, to name a few. Our welfare and the welfare of our economy are now based on services. A mixture of case studies as well as of qualitative and quantitative themes and techniques is chosen to cover the concepts and methods of service operations management.
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
- Appreciate diversity and multiculturality
- Respect natural environment
- Demonstrate social, professional and ethical commitment and sensitivity to gender issues
- Be critical and self-critical
- Advance free, creative and causative thinking
Course Content (Syllabus)
Course Description
Understanding Services: The role of services in an Economy, The nature of services, Service strategies.
Designing the Service Enterprise: New service development, Service quality, The service encounter, E-service, Service facility location, The supporting facility. Managing Service Operations: Managing supply and demand: Revenue management, Yield management, service project management, six-sigma method and lean operations in services, Managing waiting lines, Managing service supply relationships, Managing facilitating goods. Towards World-Class Service: Productivity and quality improvement, Growth and globalization of services.
Quantitative models for Service Operations Management: Project Management, PERT/CPM: PERT/TIME, PERT/COST, Forecasting Demand for Services, Waiting Line Models and Capacity Planning, Queueing Network Models applied to services, Linear Programming Models and Simulation applied to Service Operations Management, Game Theory applied to Logistics/Supply Chain Management and Strategic Management. Demonstration and use of software packages.
Presentation of case studies and projects by the students.
Keywords
Service Management, Customer Service, Matching supply with demand, Variance management, Demand management
Educational Material Types
- Notes
- Slide presentations
- Multimedia
- Interactive excersises
- 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
- Use of ICT in Student Assessment
Description
PowerPoint, MS Excel, Solver of Excel, Specialized software packages: Lindo, POM, Microsoft Project, among others.
Course Organization
| Activities | Workload | ECTS | Individual | Teamwork | Erasmus |
|---|---|---|---|---|---|
| Lectures | 166 | 5.5 | ✓ | ||
| Seminars | |||||
| Laboratory Work | ✓ | ✓ | |||
| Reading Assigment | ✓ | ✓ | |||
| Interactive Teaching in Information Center | ✓ | ✓ | |||
| Field trips and participation in conferences / seminars / activities | ✓ | ||||
| Project | 10 | 0.3 | ✓ | ✓ | |
| Written assigments | 2 | 0.1 | ✓ | ✓ | |
| Exams | 2 | 0.1 | |||
| Total | 180 | 6 |
Student Assessment
Description
Course Evaluation:
• Case Study: 10%
• Research article & Class participation: 15%
• Project: 25%
• Final Written Exam: 50%
Student Assessment methods
- Written Exam with Extended Answer Questions (Formative, Summative)
- Written Assignment (Formative, Summative)
- Oral Exams (Formative, Summative)
- Performance / Staging (Formative, Summative)
- Written Exam with Problem Solving (Formative, Summative)
- Report (Formative, Summative)
- Labortatory Assignment (Formative, Summative)
Bibliography
Course Bibliography (Eudoxus)
(1) Fitzsimmons, J. and Fitzsimmons, M. ``Service Management'', Sixth Edition, MacGraw-Hill International Edition, 2008.
Additional bibliography for study
(2) Cachon, Gerard and Terwiesch, Christian, ``Matching Supply with Demand – An Introduction to Operations Management’’, 3rd International Edition, McGraw-Hill, 2013.
(3) Nigel Slack, Stuart Chambers and Robert Johnston, ``Operations Management’’, Sixth Edition, 2010, Prentice Hall.
(4) ΠΑΠΑΔΟΠΟΥΛΟΣ Θ. ΧΡΥΣΟΛΕΩΝ, (2015) `ΔΙΟΙΚΗΣΗ ΕΠΙΧΕΙΡΗΣΙΑΚΩΝ ΛΕΙΤΟΥΡΓΙΩΝ - ΠΟΣΟΤΙΚΗ ΚΑΙ ΥΠΟΛΟΓΙΣΤΙΚΗ ΠΡΟΣΕΓΓΙΣΗ', ΕΚΔΟΣΕΙΣ `σοφία', ΘΕΣΣΑΛΟΝΙΚΗ, 2015. (ΚΩΔΙΚΟΣ `ΕΥΔΟΞΟΣ' : 50659273)
(5) Ravi Anupindi, Sunil Chopra, Sudhakar D. Deshmukh, Jan A. Van Mieghem, Eitan Zemel, ``Managing Business Process Flows, Principles of Operations Management’’, Third Edition, 2012, Pearson, 2012.
Last Update
05-02-2018
