Course Syllabus Service Operations Management (THM 348)

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Course SyllabusService Operations Management
(THM 348)
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(No Transcript)
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Course Description
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• The course explores the dimensions of successful
  service firms. It prepares students for
  enlightened management and suggests creative
  entrepreneurial opportunities. Outstanding
  service organizations are managed differently
  than their "merely good" competitors. Actions are
  based on totally different assumptions about the
  way success is achieved. The results show not
  only in terms of conventional measures of
  performance but also in the enthusiasm of the
  employees and quality of customer satisfaction.
  Beginning with the service encounter, service
  managers must blend marketing, technology,
  people, and information to achieve a distinctive
  competitive advantage.
• Moreover, the course will focus on service
  management from an integrated viewpoint with a
  focus on customer satisfaction. The material
  will integrate operations, marketing, strategy,
  information technology and organizational issues.
  Finally, because the service sector is the
  fastest-growing sector of the economy, this
  course is intended to help students discover
  entrepreneurial opportunities.

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Pre-requisites

• A passing grade from the above mentioned courses
  is a plus (Not a must)
• THM 243 Rooms Division Management
• Adequate knowledge of mathematics or calculus
  (i.e. 61 164)
• Basic Excel Knowledge!

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Textbook

• James A. Fitzsimmons, Mona J. Fitzsimmons,
  Service Management Operations, Strategy,
  Information Technology, (6th Ed.), Mc Graw Hill
• Instructors Web Page
• www.satm.bilkent.edu.tr/jamel

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Grading

• In-Class Attendance 5
• In-Class Participation 5
• Chapter Presentation (Group) 20
• Case Study (Group) 15
• Assignments (Group) 25
• Midterm Exam 10
• Final Exam 20

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Things to Remember!

• All Students should have an undergraduate e-mail
  address (i.e._at_ug.bilkent.edu.tr ) along with an
  SRS Password.
• Maximum 25 Absenteeism!
• Each week, a group of students will explain a
  chapter to their colleagues. Moreover, the same
  group is expected to prepare a case study
  (related to that very chapter taught) ? written
  presentation
• Peer evaluation (Case study presentation)!
• Come Prepared for Chapters that will be taught.
• Late Homework and / or Assignment ? 0!
• Failing to attend 75 of class sessions and / or
  totaling less than 44 / 80 (before final exam)
  would mean that student in question will NOT be
  allowed to be seated to Final Exam ? FZ!

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Course Breakdown
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Weeks 1 through 7

• Week 01 The Role of Services in an Economy
  (Chapter 1)
• Week 02 The Nature of Services (Chapter 2)
• Week 03 Service Strategy (Chapter 3)
• Week 04 New Service Development (Chapter 4)
• Week 05 Technology in Services (Chapter 5)
• Week 06 Service Quality (Chapter 6)
• Week 07 Revision

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Midterm Examination
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Weeks 9 through 13

• Week 09 Mid-Semester Evaluation
• Week 10 Process Improvement (Chapter 7)
• Week 11 The Service Encounter (Chapter 8)
• Week 12 Managing Capacity and Demand (Chapter
  11)
• Week 13 Growth and Globalization of Services
  (Chapter 14)
• Week 14 Overall Review

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Final Exam

• Semester Holiday!