Services Operations Management [ELMSM414]

Learning outcomes

At the end of this course, students will be capable of:

• Understanding of the role of operations management in a service context

• Mastering of the tools, frameworks and techniques related to service operations management

• Understanding and communicating the enablers of agile service operations

• Analyzing and improving the operations of a service organization by applying the course concepts.

Objectives

The objective of this course is to help students manage, from end to end, the operations required to deliver a service: formulating the service offering, understanding customer and supplier expectations, managing the delivery of services, and improving service operations

The course aims to convey the strategic and operational capabilities required to create a high-performance service organization while maintaining the flexibility necessary to compete in this dynamic sector. Therefore, students will master the role of agility in service operations. To this end, students will be required to communicate key concepts from agile service operations and apply them to a particular service organization.

Content

• Part I. Framing Service Operations
  • Introduction to Service Operations Management
  • Agility in Service Operations
• Part II. Service People
  •  Customer in service operations
  • People in service operations
  • Service culture
• Part III. Delivering Services
  • Service supply networks
  • Designing the service process
  • Managing service performance
  • Service resources and capacity
• Part IV. Improving Service Operations
  • Service improvement methods
  • Learning from other operations
  • Learning from problems
• Part V. Agility in Services Operations (Reverse Classrooms)
  • Tools and Techniques
  • Organizational Design
  • People
  • Leadership
  • Culture
  • Scientific Papers
• Part VI. External Invention and Business Case

Table of contents

1. Introduction to Service Operations Management: Servitization, strategic vision of services
2. Process analysis
3. Capacity and queue management I: Matching supply with demand, queueing theory
4. Capacity and queue management II: Application of queue management in services
5. Revenue and Yield management I: Introduction to revenue management, newsvendor model and its applications
6. Yield Management II: Single resource multiple classes capacity control, optimal solution, heuristics
7. Yield Management III: Network capacity control
8. Application of Revenue and Yield Management
9. Designing new services: Discrete choice models
10. Pricing services: Insurance pricing, moral hazard and adverse selection
11. Procuring services: contract design
12. Emerging trends