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Course Name (English)
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SERVICE OPERATIONS MANAGEMENT
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| Course Code |
OPM555 |
| Course Description |
This course aims to cover all work activities that are not strictly manufacturing, but having the elements of manufacturing in the service sector. This course provides the opportunities to identify and solve problems using manufacturing techniques within service activities that are within control so that operations can become more effective. |
| Transferable Skills |
Reflective learner |
| Teaching Methodologies |
Lectures, Field Trip, Case Study, Problem Based Learning (PBL), Project-based Learning |
| CLO |
| CLO1 |
Explain the concepts of service operations in an organization. |
| CLO2 |
Analyse methods and techniques by using analytical tools specific to service industries. |
| CLO3 |
Demonstrate effective written and oral communication skills within diverse business organizations |
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| Pre-Requisite Courses |
No course recommendations |
| Topics |
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1. 1. Introduction to service Operations Management
1.1) 1.1 Definition of service
1.2) 1.2 The Important of service
1.3) 1.3 Nature of the service
1.4) 1.4 The Experience Economy
1.5) 1.5 Service dominant logic
1.6) 1.6 Characteristics of services
1.7) 1.7 The Service Package
1.8) 1.8 The service process matrix
1.9) 1.9 Service Concept
1.10) 1.9.1 Definition
1.11) 1.9.2 How manager uses the service concept
1.12) 1.10 Servitization
1.13) 1.11 Trends and challenges in the service
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2. 2. Service strategy
2.1) 2.1 The strategic service vision
2.2) 2.2 Competitive environment of services
2.3) 2.3 Competitive service strategies
2.4) 2.4 Strategic Analysis
2.5) 2.5 Winning customer in the marketplace
2.6) 2.6 Sustainability in Services
2.7) 2.7 Triple Bottom Line
2.8) 2.8 The competitive role of information in service
2.9) 2.9 The virtual value chain
2.10) 2.10 Stages in service firm competitiveness
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3. 3. New Service Development
3.1) 3.1 Service Growth
3.2) 3.2 Innovation in services
3.3) 3.3 New Service Development
3.4) 3.4 Technology in Service Innovation
3.5) 3.5 Service Design Elements
3.6) 3.6 Service Blueprinting
3.7) 3.7 Taxonomy for service Process design
3.8) 3.8 Generic Approach to Service System Design
3.9) 3.9 Type of Service Process
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4. 4. Service Encounter
4.1) 4.1 Technology in the service encounter
4.2) 4.2 The Emergence of Self-Service
4.3) 4.3 The Service Encounter Triad
4.4) 4.4 The Service Organization
4.5) 4.5 Contact Personnel
4.6) 4.6 The customer
4.7) 4.7 Creating a Customer Service Orientation
4.8) 4.8 Service profit chain
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5. 5. Layout of service facilities
5.1) 5.1 Objectives of layout
5.2) 5.2 Types of layout
5.3) 5.3 Inputs to layout problems
5.4) 5.4 Steps in designing a new layout (C)
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6. 6. Managing customer expectations and perceptions
6.1) 6.1 Definition of customer expectations, perceptions and satisfaction
6.2) 6.2 Dimension of service quality
6.3) 6.3 SERVQUAL and SERVPERF instruments
6.4) 6.4 Quality service by design
6.5) 6.5 Achieving service quality
6.6) 6.6 Service recovery
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7. 7. Managing capacity and demand in service
7.1) 7.1 Capacity planning
7.2) 7.2 Components of service capacity
7.3) 7.3 Capacity management option
7.4) 7.4 Supply management
7.5) 7.5 Demand management
7.6) 7.6 Forecasting methods (C)
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8. 8. Managing Waiting Lines
8.1) 8.1 The psychology of waiting
8.2) 8.2 Principles of waiting management
8.3) 8.3 Essential features of queuing systems
8.4) 8.4 Queuing systems
8.5) 8.4.1 System configurations
8.6) 8.4.2 Single channel model (C)
8.7) 8.4.3 Queuing simulation
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9. 9. Service inventory management
9.1) 9.1 Characteristics of service inventories
9.2) 9.2 Objectives of service inventory
9.3) 9.3 Service inventory planning
9.4) 9.3.1 Economic Order Quantity
9.5) 9.3.2 Perishable goods model (C)
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10. 10. Building a world-class service organization
10.1) 10.1 The understanding of Excellent service
10.2) 10.2 The elements of world-class organizations
10.3) 10.3 Characteristics of world-class service organizations
10.4) 10.4 Understanding the relationships between operational decisions and business performance
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| Assessment Breakdown | % |
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| Continuous Assessment | 100.00% |
| Details of Continuous Assessment |
| Assessment Type |
Assessment Description |
% of Total Mark |
CLO |
| Assignment |
An individual assignment that requires students to identify the poka yoke devices utilised in the organisation and develop a service blueprint for any service company. They must also advise any changes that could be made to the case study to better highlight the knowledge characteristic in MQF 1 LOD. |
20% |
CLO1
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| Group Project |
To accomplish a group project, students must deliver a Webinar, visit an industry, or create a service simulation. Students must develop and submit a report based on the activities performed to achieve MQF5 LOD. |
30% |
CLO3
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| Presentation |
Students are required to present the findings of a webinar, an industry visit, or a simulation project. (MQF5 LOD) |
20% |
CLO3
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| Test |
TEST |
30% |
CLO2
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| Reading List | | Recommended Text | - Fitzsimmons, J.A & Fitzsimmons, M.J, 2014, Service Management: Operations, Strategy, Information Technology., 8 Ed., Mc. Graw-Hill,
- Johnston, R. Clark, G. Shulver M. 2012, Service Operations Management: Improving Service Delivery,, 4 Ed., Pearson
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| Article/Paper List | | Recommended Article/Paper Resources | - Joy M. Field, Liana Victorino, Ryan W. Buell, Michael J. Dixon, Susan Meyer Goldstein, Larry J. Menor, Madeleine E. Pullman, Aleda V. Roth, Enrico Secchi, Jie J. Zhang, 2018, Service operations: what’s next?, Journal of Service Management, 29, 55
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| Other References | - TEXT BOOK Johnston, R. Clark, G. Shulver M. 2012, Service Operations Management: Improving
Service Delivery,
, Pearson
- TEXT BOOK Parker. D. W, 2012, Service Operations Management: The Total
experience.
, Edward Elgar Cheltenham, UK Northampton, MA USA
- TEXT BOOK Lovelock.C,Patterson. P, 2015, Services Marketing: An Asia-Pasific and
Australian Perpective,
, Pearson
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