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.
(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... [continues]
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