Zicklin School of Business - Department of Management
Dr. Jonatan Jelen
COURSE INFORMATION SHEET MGT 3121 Fall 2011
Course Title:Service Operations Management
Course Number: MGT 3121 (UFA – CRN 1077), Fr 6:05-9:00 p.m.; room VC 9-150 Name of Instructor:Dr. Jonatan Jelen
Phone: 917-340-8250 (use for emergencies only!)
Office Hours:Fr 5-6 p.m.
Course Description (Catalogue):
This is an introductory course intended to provide the student with a mix of theoretical and practical knowledge about managing service operations in businesses such as financial services, retail hospitality, healthcare, transportation, and small business. This course is organized around principles including the strategic role of operations for competitiveness and sustainability, and the design of processes, service offerings, and supply chains. Students will learn the use of tools and techniques for planning, control, and continuous improvement of service delivery processes, facilities, through an in-depth analysis of available techniques, to detailed studies of operating procedures, processes, methods, and controls. Covered, too, are the supporting human considerations. Prerequisite: Completion of math requirement for the BBA degree. Syllabus
(Tentative) Course Schedule
SessionFr6:05 – 9:00 p.m.| Topic| Reading Assignment| Practice Problem Assignments(due for next class into respective Assignment drop box in BlackBoard)| 8/26| • Syllabus Overview/Introduction/Administrivia;• The Role of Services in the Economy• The Nature of Services• Service Strategy| Ch 1Ch 2Ch 3| Due for next Fri 9/2 by class time into Assignment Drop Box in Blackboard Chapter 3 Case: The Alamo Draft House (answer case questions)| 9/2| • New Service Development• The Service Encounter• Supporting Facilities and Process Flows| Ch 4Ch 9Ch 7| Due for Fri 9/9 by class time into Assignment Drop Box in BlackboardChapter 4 Case: 100 Yen Sushi HouseChapter 9 Case: Enterprise Rent-A-CarExercise 7.6 (School Cafeteria)| 9/9| • Service Quality| Ch 6| Due for Fri 9/16 by class time into Assignment Drop Box in BlackboardExercises 6.3, 6.4, 6.6| 9/16| • Process Improvement• Supporting Facilities and Process Flows (cont’d)| Ch 8Ch 7 (cont’d)| Due for Fri 9/24 by class time into Assignment Drop Box in BlackboardChapter 8 Case: Mega Bytes Restaurant Exercise 7.7 (Flu Vaccine Shots)| 9/23 | • Service Facility Location| Ch 10| Due for Tue 10/4 by class time into Assignment Drop Box in BlackboardExercise 10.5, 10.8| 9/30| No classes scheduled| | |
10/4 Tuesday!| • Managing Capacity and Demand| Ch 11| Due for Fri 10/14 by class time into Assignment Drop Box in BlackboardExercises 11.4, 11.5, 11.8| 10/7| No classes scheduled| | |
10/14| • Managing Capacity and Demand (cont’d): Discussion of Solutions to Homework ExercisesMidterm Review| Ch 11| Catch-up; Review| 10/21| Midterm | Ch 1-11| |
10/28| • Managing Waiting Lines• Capacity Planning and Queuing Models| Ch 12Ch 16| Due for Fri 11/4 by class time into Assignment Drop Box in BlackboardChapter 12 Case: Eye’ll be Seeing YouExercise 12.1Exercises 16.5, 16.7| 11/4| • Service Supply Relationships| Ch 13| Due for Fri 11/11 by class time into Assignment Drop Box in BlackboardChapter 13 Case Peapod| 11/11| • Growth and Globalization of Services• Managing Projects| Ch 14Ch 15| Due for Fri 11/18 by class time into Assignment Drop Box in BlackboardChapter 14 Case Goodwill Industries InternationalExercises 15.3, 15.9| 11/18| • Managing Projects (cont’d): Discussion of Solutions to Homework Exercises• Forecasting Demand for Services| Ch 15Ch 17| Due for Fri 12/2 by class time into Assignment Drop Box in BlackboardExercises 17.3, 17.4| 11/25| College closed| | |
12/2| • Forecasting Demand for...