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NOVA SOUTHEASTERN UNIVERSITY
H. Wayne Huizenga School of Business and Entrepreneurship
Course Syllabus
OPS 5095 – Service Operations Management
Day Format
Course Blackboard Website: https://sharklearn.nova.edu
I. INSTRUCTOR
Instructor:
Name: Refer to section listing.
E-mail: Refer to section listing
Position: Refer to section listing
Phone: Refer to section listing
II. COURSE DESCRIPTION
This course focuses on services management in general and service operations in particular. It explores the elements that unite services, that differentiate service processes from non-service processes and that differentiate various types of services from each other. Customers generally participate in the service process, often with direct and uncensored interactions with employees and facilities. The resulting variations in demand present a challenge to the operations manager to use effectively the perishable service capacity. This results because production and consumption occur simultaneously and thus the inability to inventory services. The course covers strategic and tactical issues associated with designing and managing service operations. It provides tools to help assess operations, redesign processes, and establish systems to ensure an excellent customer experience. Student operations service learning experience is reinforced with case studies. Prerequisites: ECN 5050, FINP 5008 or equivalent, and QNT 5040.
III. PREREQUISITES
(MGT 5020 OR GMP 5020 )
AND ( QNT 5040 OR GMP 5040 )
AND ( ECN 5050 OR GMP 5050 )
AND ( FINP 5008 OR GMPF 5008 OR FINC 3010 OR FIN 3010 )
IV. COURSE COMPETENCIES
1. Describe services and service operations (CC1). 2. Analyze the service concepts and strategies adopted by an organization (CC2). 3. Apply process design and management techniques to practical business problems (CC3). 4. Analyze the role of the customer in the delivery of services (CC4). 5. Analyze the role of
H. Wayne Huizenga School of Business and Entrepreneurship
Course Syllabus
OPS 5095 – Service Operations Management
Day Format
Course Blackboard Website: https://sharklearn.nova.edu
I. INSTRUCTOR
Instructor:
Name: Refer to section listing.
E-mail: Refer to section listing
Position: Refer to section listing
Phone: Refer to section listing
II. COURSE DESCRIPTION
This course focuses on services management in general and service operations in particular. It explores the elements that unite services, that differentiate service processes from non-service processes and that differentiate various types of services from each other. Customers generally participate in the service process, often with direct and uncensored interactions with employees and facilities. The resulting variations in demand present a challenge to the operations manager to use effectively the perishable service capacity. This results because production and consumption occur simultaneously and thus the inability to inventory services. The course covers strategic and tactical issues associated with designing and managing service operations. It provides tools to help assess operations, redesign processes, and establish systems to ensure an excellent customer experience. Student operations service learning experience is reinforced with case studies. Prerequisites: ECN 5050, FINP 5008 or equivalent, and QNT 5040.
III. PREREQUISITES
(MGT 5020 OR GMP 5020 )
AND ( QNT 5040 OR GMP 5040 )
AND ( ECN 5050 OR GMP 5050 )
AND ( FINP 5008 OR GMPF 5008 OR FINC 3010 OR FIN 3010 )
IV. COURSE COMPETENCIES
1. Describe services and service operations (CC1). 2. Analyze the service concepts and strategies adopted by an organization (CC2). 3. Apply process design and management techniques to practical business problems (CC3). 4. Analyze the role of the customer in the delivery of services (CC4). 5. Analyze the role of
Citations: may be footnotes, endnotes, or parenthetical references. (USNA, 2004). 3. Recognize the work of others even if you are not borrowing their words. Theories, interpretations, assessments, and judgments are all intellectual contributions made by others and must be attributed to them. (USNA, 2004). 7. Provide a citation when in doubt. Always err on the side of caution. (USNA, 2004). USNA, (2004). United States Naval Academy 9USNA) Statement on Academic Plagiarism