University of Technology SydneyHandbook 2008

21745 Service Operations Management

Faculty of Business: Management
Credit points: 6 cp

Subject level: Postgraduate

Result Type: Grade and marks

Handbook description

This subject covers the management of the design, production and delivery of services, and the application of operations concepts and methods to service situations. Topics include: strategic management and marketing, process analysis, and delivery systems; establishing, measuring and control of service levels; location and layout; capacity planning; quality assurance; organisational behaviour and design in services; and managing professional services.

Subject objectives/outcomes

On successful completion of this subject students should be able to:

  1. Understand the challenges of managing different types of service operations.
  2. Understand the importance of the people dimension in service operations.
  3. Apply a range of quantitative and qualitative techniques and management concept to solve problems in complex service environments.
  4. Understand the processes involved in designing service operations.
  5. Understand the role of technology in the design and operation of service processes.
  6. Apply concepts of service quality in the design of service operations.
  7. Understand how to apply planning and control techniques to service organisations.
  8. Evaluate capacity plans in a variety of service operation situations.
  9. Understand the relationship between operations decisions and business strategy in a service operation context.

Contribution to graduate profile

In Australia and most other developed areas of the world there has been a significant expansion of service industries both in employment levels and in their contribution to economic activity. Furthermore many non-service organisations, such as manufacturing, include key service oriented operations. Effective design and operation of services is therefore an important issue in management education. This subject will provide participants with skills and understanding that can be applied in complex business environments involving service operations. The subject explains the particular challenges of faced by service operations and covers design, planning, control and quality issues related to service operations.

Teaching and learning strategies

The subject will be taught using a combination of lectures, case studies, video material and experiential exercises. These classes will be supplemented with both printed and electronic learning materials. The UTS web-based communication tool UTS Online will be used to facilitate learning.

Content

  • Introduction to service operations.
  • Frameworks and models of service operations.
  • Managing service quality.
  • Designing and delivering services.
  • Managing capacity and demand management in service operations.
  • The human dimension in services management.
  • Selection and use of enabling technologies.
  • Strategic issues related to service operations.
  • Challenges in service operations.

Assessment

Case Analysis (Group)30%
Groups will undertake an analysis of a service operations case, produce a written recommendation and make a presentation to the class. Addresses objectives 2-9.
Essay (Individual)25%
An essay of approximately 2000 words on one of the topics covered during the semester. Addresses objectives 1, 3 and 9.
Examination (Individual)45%
The exam, consisting of short answer questions, multiple-choice questions and some longer questions requiring an essay or quantitative answer is designed to assess the students' understanding of theory and its application across the subject. Addresses objectives 1, 3, 4, 5, 6, 7 and 9.

Recommended text(s)

Fitzsimmons, J.A. and Fitzsimmons, M.J. (2002) Service Management: Operations, Strategy and Information Technology, (4th ed.), McGraw-Hill, New York.

Indicative references

Adenso-Díaz, B., González-Torre, P. and García, V. (2002), Capacity management model in service industries, International Journal of Service Industry Management, Vol. 13. No. 3, pp.286 - 302

Bates, K. Bates, H. and Johnston, R. (2003), Linking service to profit: the business case for service excellence, International Journal of Service Industry Management, Vol. 14, No. 2, pp.173-183.

Gaither, N. and Frazier, G. (2002), Operations Management, South-Western/Thomson Learning, Cincinnati, Ohio.

Grönroos, C. (2000), Service Management and Marketing: A Customer Relationship Management Approach, (2nd ed.), John Wiley and Sons, Chichester, England.

Johnson, R. and Clark, G. (2001), Service Operations Management, Pearson Education, Essex, U.K.

Lovelock, C. (1992), Managing Services: Marketing, Operations and Human Resources, 2nd Edition, Prentice-Hall International Inc.

Schmenner, R.W. (1993), Production/Operations Management - From the Inside Out, 5th Edition, Maxwell Macmillan International, Sydney.

Gustafsson, A., Nilsson, L. and Johnson, M.D. (2003), The role of quality practices in service organisations, International Journal of Service Industry Management, Vol. 14, No. 2, pp.232 – 244.