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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 |
| 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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