MANAGEMENT OF SERVICE OPERATIONS
OPER 3204, Spring 2009
Instructor: Dr. Moutaz J. Khouja
Office: Friday 359
Phone: 687-7453
E-Mail: mjkhouja@uncc.edu
Office
Hours: Tuesday
10:00-10:50, Tuesday, 1:40-3:00, and by appointment.
Textbook:
Fitzsimmons, J. A., and M. J. Fitzsimmons, Service Management: Operations, Strategy,
and Information Technology, McGraw-Hill, 2008.
Course
Description:
Operations management
focuses on the efficient transformation of resources into useful outputs of
goods and services. The focus of
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´8 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.
Statement on Diversity:
The Belk College of
Business strives to create an inclusive academic climate in which the dignity
of all individuals is respected and maintained. Therefore, we celebrate
diversity that includes, but is not limited to ability/disability, age,
culture, ethnicity, gender, language, race, religion, sexual orientation, and
socio-economic status.
Tentative Class Schedule
|
Date |
|
|
January 13 |
Course Administration &
Introduction Chapter 1: The Role of
Services in an Economy Chapter 2: The Nature of
Services |
|
January 15 |
Chapter 3: Service Strategy |
|
January 20 |
Chapter 4: New Service
Development |
|
January 22 |
Chapter 5: Technology in
Services |
|
January 27 |
Chapter 6: Service Quality |
|
January 29 |
Chapter 6: Service Quality |
|
February 3 |
Chapter 6: Service Quality |
|
February 5 |
Chapter 6: Service Quality,
|
|
February 10 |
Chapter 7: Process
Improvement |
|
February 12 |
Chapter 8: The Service
Encounter |
|
February 17 |
Exam 1 |
|
February 19 |
Chapter 9: Supporting Facility and Process Flows |
|
February 24 |
Chapter 9: Supporting Facility and Process Flows |
|
February 26 |
Chapter 10: Service Facility Location
|
|
March 3 |
Chapter 10: Service
Facility Location |
|
March 5 |
Chapter 15: Managing
Projects |
|
March 10 |
Spring Break |
|
March 12 |
Spring Break |
|
March 17 |
Chapter 15: Managing
Projects |
|
March 19 |
Chapter 15: Managing
Projects |
|
March 24 |
Chapter 15: Managing Projects |
|
March 26 |
Chapter 15: Managing
Projects |
|
March 31 |
Exam 2 |
|
April 2 |
Chapter 17: Forecasting
Demand for Services |
|
April 7 |
Chapter 17: Forecasting
Demand for Services |
|
April 9 |
Chapter 12: Managing
Waiting Lines |
|
April 14 |
Chapter 16: Capacity
Planning and Queuing Models |
|
April 16 |
Chapter 16: Capacity
Planning and Queuing Models |
|
April 21 |
Chapter 16: Capacity
Planning and Queuing Models
|
|
April 23 |
Chapter 18: Managing
Facilitating Goods |
|
April 28 |
Chapter 18: Managing
Facilitating Goods |
|
May 5 |
Exam 3, 11:30-1:15 pm |