MGMT 6141, Winter 2009

MGMT 6141 SERVICE OPERATIONS MANAGEMENT

Dr. Z. Radovilsky, Winter Quarter 2009

C O U R S E O U T L I N E

OBJECTIVES OF THE COURSE

Present to students the modern principles, concepts, and strategy of managing operations in service organizations
Provide in-depth coverage of the up-to-date systems and approaches of managing operations in service organizations
Motivate and train students to apply various quantitative and qualitative methods of managing service operations.

LEARNING OUTCOMES

Develop students’ understanding in building an efficient and effective service organization
Students acquire working knowledge of service operations strategy, and various service operations decisions, specifically in developing service processes, identifying service locations, managing service encounters, and managing service capacity and waiting lines.
Develop students’ working skills in utilizing quantitative and qualitative methods and software applications in managing service operations.

PREREQUISITES

One of the following: MGMT 3620 or MGMT 6100

TEXT

James A. Fitzsimmons and Mona J. Fitzsimmons. Service Management: Operations, Strategy, and Information Technology, 5th Edition, McGraw-Hill/Irwin, 2006.

SCHEDULE

*Week*	*Week of*	*Topic*	*Chapter*
1	January 5	The Role of Services in an Economy The Nature of Services Service Strategy	1 2 3
2	January 12	New Service Development	4
3	January 19	No class -- Martin Luther King Day (University Closed)
4	January 26	The Service Encounter	7
5	February 2	Service Facility Location	9
6	February 9	Midterm Exam
7	February 16	Managing Waiting Lines Capacity Planning and Queuing Models	13 14
8	February 23	Managing Capacity and Demand	12
9	March 2	Scheduling in Service/Yield Management	12
10	March 9	Growth and Globalization of Services/Optional Topic	17
11	March 16	Final Exam

REQUIRED ASSIGNMENTS

The information about each case study is presented in the course web page. The case studies will be discussed in class.

##	*Case Study*	*Due Date*
1	Service Process	January 26
2	Service Facility Location	February 16
3	Managing Waiting Lines	February 23
4	Managing Supply and Demand	March 2

PROJECT

The term project is due on March 9. The project requirements will be presented during the first or second class sessions.

COURSE REQUIREMENTS

Each student is expected to read the material to be discussed before the class meeting.
A case study report submitted for grading should be type-written with at least three double-space pages plus (if applied) appendices, computer printouts, charts, and graphs.
When submitting the case study reports, please underline or highlight the important parts of your solutions.
No late homework will be accepted.
The above assignments and/or due dates are sometime subject to change. Any change will be announced in class.

GENERAL INFORMATION

CLASSROOM	VBT 216
TIME	Monday, 6:30-10 p.m.
OFFICE	VBT 421
TELEPHONE	(510) 885-3302
E-MAIL	zinovy.radoviskyl@csueastbay.edu
WEB PAGE	www.cbe.csueastbay.edu/zradovil
OFFICE HOURS	Monday 4:50-6:20 pm, Thursday 12:30-2 pm

GRADING SYSTEM

The final grade in the course will be based on the maximum of 500 points with the following breakdown:

Four case studies, up to 50 points each, 200 points maximum.
Term project, 100 points maximum.
Two examinations, midterm and final, up to 100 points each for a total of 200 points maximum.

The final grades will be as following:

"A"--450 points and up (90% and up)
"A-"--435-449 points
"B+"--420-434 points
"B"--400-419 points (80% and up)
"B-"--385-399 points
"C+"--370-384 points
"C"--350-369 points (70% and up)
"C-"--335-349 points
"D+"--320-334 points
"D"--300-319 points
"F"--below 300 points

EMERGENCY INFORMATION

California State University, East Bay is committed to being a safe and caring community. Your appropriate response in the event of an emergency can help save lives. Information on what to do in an emergency situation (earthquake, electrical outage, fire, extreme heat, severe storm, hazardous materials, terrorist attack) may be found at: http://www.aba.csueastbay.edu/EHS/emergency_mgnt.htm.

Please be familiar with these procedures. Information on this page is updated as required. Please review the information on a regular basis.

IN THE EVENT OF AN EARTHQUAKE:

Duck and cover until the shaking stops. Use desks and tables and protect your head and neck.
Only after the shaking stops should you attempt to leave the building.
When safe, go to the designated assembly area outside the building.

IN THE EVENT OF FIRE: Exit the building rapidly, but calmly.

IN ALL EMERGENCIES: ALWAYS remain calm and DO NOT USE THE ELEVATORS.

PREPARE AHEAD:

Carry a Survival Kit in your car at all times. Minimally, be sure you have one gallon of water, a blanket, warm clothing, a flashlight, and a portable radio. Ideally, have a first aid kit and some food, too.

DOCUMENTED DISABILITY

If you have a documented disability and wish to discuss academic accommodations, or if you would need assistance in the event of an emergency evacuation, please contact the professor as soon as possible.