MANAGEMENT OF SERVICE
OPERATIONS
OPER 3204, Spring 2006
Instructor: Dr. Moutaz
J. Khouja
Office: Friday 359
Phone: 687-3242
E-Mail: mjkhouja@email.uncc.edu
Office Hours: Tuesday
Textbook:
Fitzsimmons, J. A., and M.
J. Fitzsimmons, Service Management:
Operations, Strategy, and Information Technology, McGraw-Hill, 2006.
Course Description:
Operations management focuses on the efficient
transformation of resources into useful outputs of goods and services. The focus of OM has been traditionally on the
manufacturing sector. Over the last four
decades, the service sector experienced fast growth and now accounts for over
80% of employment in the
Course Objectives:
Specifically, the course is designed to help students:
1. understand the general
characteristics of services,
2. learn how to gain strategic
advantage through service,
3. design competitive service
delivery systems,
4. manage projects using
critical path analysis and project evaluation and review techniques,
5. manage quality in service
industries, and
6. manage the day-to-day operations
of the system including capacity, staffing, and training.
Homework will not be collected or graded but will offer an excellent review for the exams.
Grading:
Course grades will be based on three exams, class participation, and case analysis according to the following:
Exams (3 @ 30% each) =
90%
Class participation and
cases =
10%
Total =100%
Books and notes may not be used during exams; however, one 5´7 card of formulas may be used during the exam. Students are expected to take exams during scheduled exam periods unless documentation of a valid excuse is provided.
The final course grades are
based on:
Course Average |
Grade |
|
90% and over |
A |
|
80% to less than 90% |
B |
|
70% to less than 80% |
C |
|
60% to less than 70% |
D |
|
Less than 60% |
F |
Academic Integrity:
The UNC Charlotte Code of Student Academic Integrity must be followed by all students. Students not familiar with the code are encouraged to become so. A statement of the code is published in the UNCC Catalog. Failure to comply with the code may result in a grade of F.
Tentative Class Schedule
|
Date |
Reading |
|
January 10 |
Course Administration &
Introduction Chapter 1: The Role of
Services in an Economy Chapter 2: The Nature of
Services |
|
January 12 |
Chapter 3: Service Strategy |
|
January 17 |
Chapter 4: New Service
Development |
|
January 19 |
Chapter 5: Technology in
Services |
|
January 24 |
Chapter 6: Service Quality |
|
January 26 |
Chapter 6: Service Quality |
|
January 31 |
Chapter 6: Service Quality |
|
February 2 |
Chapter 6: Service Quality,
|
|
February 7 |
Chapter 7: The Service
Encounter |
|
February 9 |
Chapter 8: The Supporting Facility |
|
February 14 |
Exam 1 |
|
February 16 |
Chapter 8: The Supporting Facility |
|
February 21 |
Chapter 9: Service
Facility Location
|
|
February 23 |
Chapter 9: Service Facility
Location |
|
February 28 |
Chapter 10: Managing
Projects |
|
March 2 |
Chapter 10: Managing
Projects |
|
March 7 |
Spring Break |
|
March 9 |
Spring Break |
|
March 14 |
Chapter 10: Managing
Projects |
|
March 16 |
Chapter 10: Managing
Projects |
|
March 21 |
Chapter 11: Forecasting
Demand for Services |
|
March 23 |
Chapter 11: Forecasting
Demand for Services |
|
March 28 |
Chapter 13: Managing
Waiting Lines |
|
March 30 |
Exam 2 |
|
April 4 |
Chapter 13: Managing
Waiting Lines |
|
April 6 |
Chapter 14: Capacity
Planning and Queuing Models |
|
April 11 |
Chapter 14: Capacity
Planning and Queuing Models |
|
April 13 |
Chapter 14: Capacity
Planning and Queuing Models
|
|
April 18 |
Chapter 14: Capacity Planning and Queuing Models |
|
April 20 |
Chapter 16: Managing
Facilitating Goods |
|
April 25 |
Chapter 16: Managing
Facilitating Goods |
|
April 27 |
Chapter 16: Managing
Facilitating Goods |
|
May 2 |
Chapter 16: Managing
Facilitating Goods |
|
May 9 |
Exam 3,
|