sap course 1429523749

Course Code & Number:

IE 518

Course Title:

Service Management

Level of Course:

MS

Credits:

(3+0+0) 3 TEDU Credits, 7.5 ECTS Credits

Catalog Description:

Introduction to service systems. Classification of service systems. Analysis of flow type systems. Workforce capacity planning. Shift planning and workforce scheduling. Revenue management. Customer Relationship Management.

Pre-requisites & Co-requisites:

Pre-requisites: NONE
Co-requisites: NONE
Year of Study: 
Master
Mode of Delivery: 
Face-to-face
Language of Instruction: 
English
Course Type: 
Elective
Required Reading: 
1. Fitzsimmons J.A. and Fitzsimmons M.J. (2006), Service Management, McGraw-Hill/Irwin
Course Objective: 

The goal of this course is to introduce planning concepts in production systems with an emphasis on service operations. The course teaches mathematical models and analytical tools for inventory management under stochastic demand, revenue management, capacity management in terms of workforce planning and outsourcing, customer relations management, and public and non-governmental services planning. The course also aims to teach the information architecture in typical manufacturing and service organizations and to introduce conceptual models of enterprise resource planning applications.

Extended Description: 

Introduction to service systems. Classification of service systems. Analysis of flow type systems. Workforce capacity planning. Shift planning and workforce scheduling. Revenue management. Customer Relationship Management.

Learning Outcomes: 

Upon succesful completion of this course, a student will be able to
1. Interpret basic dynamics of inventory management, identify appropriate inventory control policies and compute optimal policy parameters (B4, a2, e)
2. Formulate deterministic and stochastic models for capacity management and solve related problems (B3, a2, e)
3. Formulate and solve models for revenue maximization (B3, a2, e)
4. Comprehend concept of customer relations management and make inferences to identify policies to retain and increase customer base by using mathematical and statistical tools (B4, a2, b2)
5. Develop diagrams for the information architecture of manufacturing and service organizations (B4, a2, e)
6. Comprehend the scope and various aspects of enterprise resource planning applications (B2, j, k)
7. Construct operations planning models in governmental and non-governmental service organizations (B3, e, j)

Planned Learning Activities and Teaching Methods: 
Telling/Explaining
Discussion/Debate
Questioning
Problem Solving
Case Study/Scenarion Analysis
Assessment Methods and Criteria: 
Test / Exam
Quiz/Homework

Student Workload:

Observation
6
hrs
Quizzes /Homeworks
40
hrs
Midterm Exam 1
12
hrs
Midterm Exam 2
12
hrs
Final Exam
18
hrs
Case Study Analysis
10
hrs
Others
72
hrs

Prepared By:

Revised By:

sap_editor