N/A. Yes. Students are expected to review and understand all areas of the course outline.

Transcription

1 Course Outline School: Department: Course Title: Business Business Management Service Operations Management Course Code: OMGT 334 Course Hours/Credits: 56 Prerequisites: BUSN 129, OMGT 129 Co-requisites: Eligible for Prior Learning, Assessment and Recognition: Originated by: N/A Yes Ragu Nayak Creation Date: Fall 2013 Revised by: Ragu Nayak, M. Tariq Shameem Revision Date: Fall 2014 Current Semester: Summer 2015 Approved by: Chairperson/Dean Students are expected to review and understand all areas of the course outline. Retain this course outline for future transfer credit applications. A fee may be charged for additional copies. This course outline is available in alternative formats upon request.

2 Course Description Service sector, which constitutes about 80% of the Canadian economy, encompasses many types of organizations including public sector, retailers, healthcare, voluntary, professional services, for example. This course provides an overview of the contemporary tools and techniques employed in the management of service operations in diverse industries to improve service delivery. These range from formulating the strategic planning process to the design and management of service delivery systems to the effective daily operation, process analysis and improvement of service operations. Also included is how service quality is defined, measured, controlled and improved. Program Outcomes Successful completion of this and other courses in the program culminates in the achievement of the Vocational Learning Outcomes (program outcomes) set by the Ministry of Training, Colleges and Universities in the Program Standard. The VLOs express the learning a student must reliably demonstrate before graduation. To ensure a meaningful learning experience and to better understand how this course and program prepare graduates for success, students are encouraged to review the Program Standard by visiting For apprenticeship-based programs, visit Course Learning Outcomes The student will reliably demonstrate the ability to: to discuss the different forms of services available in our economies and the vital and growing role played by them to analyze the role played by external forces and the internal competencies in formulating strategy in the services business to explain the different business models employed by internet businesses compared to the traditional bricks and mortar businesses to discuss the design of service delivery systems including the conditions that lead to outsourcing and off shoring to analyze service process flows and gain knowledge about the various tools utilized to improve the service delivery system to identify approaches in matching supply and demand through management of waiting time, inventory and yields to define service quality in various industries and how it can be measured, controlled and implemented to communicate and use terminology effectively in a service organization Essential Employability Skills (EES) The student will reliably demonstrate the ability to*: 1. Communicate clearly, concisely and correctly in the written, spoken, and visual form that fulfills the purpose and meets the needs of the audience. 2. Respond to written, spoken, or visual messages in a manner that ensures effective communication. 3. Execute mathematical operations accurately. 4. Apply a systematic approach to solve problems. THIS COURSE ADHERES TO ALL COLLEGE POLICIES (See College Calendar) 2

3 5. Use a variety of thinking skills to anticipate and solve problems. 6. Locate, select, organize, and document information using appropriate technology and information systems. 7. Analyze, evaluate, and apply relevant information from a variety of sources. 9. Interact with others in groups or teams in ways that contribute to effective working relationships and the achievement of goals. 10. Manage the use of time and other resources to complete projects. 11. Take responsibility for one's own actions, decisions, and consequences. *There are 11 Essential Employability Skills outcomes as per the Ministry Program Standard. Of these 11 outcomes, the following will be assessed in this course. Global Citizenship and Equity (GC&E) Outcomes The student will reliably demonstrate the ability to*: 1. Identify one's roles and responsibilities as a global citizen in personal and professional life. *There are 6 institutional Global Citizenship & Equity outcomes. Of these 6 outcomes, the following will be assessed in this course. Text and other Instructional/Learning Materials Text Book(s): Service Management: Operations, Strategy, Information Technology Eighth Edition James A. Fitzsimmons, Mona J. Fitzsimmons and Sanjeev K. Bordoloi. McGraw-Hill Irwin ISBN: Material(s) required for completing this course: Reference Book Service Operations Management: Improving Service Delivery 4th Edition (2012) Robert Johnston, Graham Clark and Michael Shulver. Pearson Education Limited. UK ISBN: Evaluation Scheme Test 1: Test 1 on chapters 1-7 Test 2: Test 2 on chapters 8-13 and 15 Term Project: Term Project Term Work: Term work (may include assignments, quizzes, projects & participation; Individual/group work in-class and at home, case studies; (Details will be supplied by individual Professors.) Evaluation Name CLO(s) EES GCE Outcome(s) Outcome(s) Weight/100 Test 1 1, 2, 3, 4, 5, 1, 2, 3, 4, , 7, 8 Test 2 1, 2, 4, 5, 6, 1, 2, 3, 4, , 8 5, 7, 11 Term Project 2, 3, 4, 5, 6 6, 7, 9, 10, Term Work 1, 3, 4, 5, 6, 1, 2, 3, 4, 30 7, 8 5, 7, 9 Total 100% If students are unable to write a test they should immediately contact their professor or program Chair for advice. In exceptional and well documented circumstances (e.g. unforeseen family problems, serious illness, or death of a close family member), students may be able to write a make-up test. All submitted work may be reviewed for authenticity and originality utilizing Turnitin. Students who do not THIS COURSE ADHERES TO ALL COLLEGE POLICIES (See College Calendar) 3

4 wish to have their work submitted to Turnitin must, by the end of the second week of class, communicate this in writing to the instructor and make mutually agreeable alternate arrangements. When writing tests, students must be able to produce official College photo identification or they may be refused the right to take the test or test results will be void. Student Accommodation It is College Policy to provide accommodation based on grounds defined in the Ontario Human Rights Code. Accommodation may include modifications to standard practices. Students with disabilities who require academic accommodations must register with the Centre for Students with Disabilities. Students requiring accommodation based on other human rights grounds should talk with their professors as early as possible. Please see the Student Accommodation Policy. Use of Dictionaries Dictionaries may be used in tests and examinations, or in portions of tests and examinations, as long as they are non-electronic (not capable of storing information) and hard copy (reviewed by the invigilator to ensure notes are not incorporated that would affect test or examination integrity). Program or School Policies N/A Course Policies N/A College Policies Students should familiarize themselves with all College Policies that cover academic matters and student conduct. All students and employees have the right to study and work in an environment that is free from discrimination and harassment and promotes respect and equity. Centennial policies ensure all incidents of harassment, discrimination, bullying and violence will be addressed and responded to accordingly. Academic honesty is integral to the learning process and a necessary ingredient of academic integrity. Academic dishonesty includes cheating, plagiarism, and impersonation. All of these occur when the work of others is presented by a student as their own and/or without citing sources of information. Breaches of academic honesty may result in a failing grade on the assignment/course, suspension or expulsion from the college. For more information on these and other policies, please visit Students enrolled in a joint or collaborative program are subject to the partner institution's academic policies. THIS COURSE ADHERES TO ALL COLLEGE POLICIES (See College Calendar) 4

5 PLAR Process This course is eligible for Prior Learning Assessment and Recognition (PLAR). PLAR is a process by which course credit may be granted for past learning acquired through work or other life experiences. The PLAR process involves completing an assessment (portfolio, test, assignment, etc.) that reliably demonstrates achievement of the course learning outcomes. Contact the academic school to obtain information on the PLAR process and the required assessment. This course outline and its associated weekly topical(s) may not be reproduced, in whole or in part, without the prior permission of Centennial College. THIS COURSE ADHERES TO ALL COLLEGE POLICIES (See College Calendar) 5

6 Topical Outline (subject to change): Week Topics Readings/Materials Weekly Learning Outcome(s) Instructional Strategies Evaluation Name 1 Introduction The Chapter 1 Service Economy - Describe the central role of Services in an economy (pages 3-5) - Identify and differentiate the five stages of economic activity (pages 5-6) - Describe the stages of economic development (pages 6-8) - Describe the features of the new experience economy (pages 11-13) - Identify the distinctive and non- ownership characteristics of service operations (pages 14-18) - Describe a service using the five dimensions of the service package (pages 18-20) - Use the service process matrix to classify a service (pages 20-22) - Discuss the open systems view of service operations management (pages 22-24) 2 Service Strategy Chapter 2 - Formulate a strategic service vision (pages 30-32) - Develop an understanding of the competitive environment of services (pages 32-33) - Describe how a service competes using the three generic service strategies (pages 33-35) - Perform a SWOT and Five Forces Analysis (pages 35-37) - Explain what is meant by qualifiers, service winners, and service losers (pages 37-38) - Discuss the competitive role of information in services (pages 41-44) - Compare the virtual value chain to the physical value chain (pages 44-46) - Describe the economics of scalability and the uses of information in providing services (pages 46-49) - Categorize a service firm according to its stage of competitiveness (pages 49-51) 3 New Service Development Chapter 3 - Identify sources of service sector growth (pages 62-65) - Describe the sequence of states and the enablers of the new service development Lecture Class Discussion Group Work Cases Problems Case: Xpresso Lube (page 26) Case: United Commercial Bank and El Banco (page 53) Case: 100 Yen Sushi Evaluation Date THIS COURSE ADHERES TO ALL COLLEGE POLICIES (See College Calendar) 6

7 Week Topics Readings/Materials Weekly Learning Outcome(s) Instructional Strategies Evaluation Name process (pages 65-68) House (page 83) - Describe the managerial issues associated with the adoption of new technology (pages 68-69) - Describe the structural and managerial elements of service design (pages 69-71) - Explain what is meant by the divergence and the complexity of a service process (page 71) - Prepare a blueprint for a service operation and understand the taxonomy for service process design (pages 72-75) - Compare and contrast the four approaches to service system design (pages 75-81) 4 The Service Chapter 4 Encounter 5 Supporting Facility and Process Flows Chapter 5 - Describe the role of technology in the service encounter and the emergence of self-service (pages 92-94) - Use the service encounter triad to describe a service firm s delivery process (pages 94-96) - Explain how the culture and level of employee empowerment affect the service encounter (pages 96-98) - Differentiate four organizational control systems for employee empowerment (page 98) - Describe how the selection and training of contact personnel and the creation of an ethical climate leads to job satisfaction and service quality (pages ) - Describe the classification of customers into four groups based on their attitudes and expectations (pages ) - Highlight the high correlation between customer and employees perception of quality (pages ) - Describe how elements of the service profit chain lead to revenue growth and profitability (pages ) - Draw a process flow diagram and calculate performance metrics (pages ) - Identify the bottleneck operation in a product layout and rebalance for increased capacity (pages ) - Use operations sequence analysis to Case: Amy s Ice Cream (page 109) Optional Case: Enterprise Rent-A-Car (page 110) Case: Health Maintenance Organization (A) & (B) Evaluation Date THIS COURSE ADHERES TO ALL COLLEGE POLICIES (See College Calendar) 7

8 Week Topics Readings/Materials Weekly Learning Outcome(s) Instructional Strategies Evaluation Name minimize flow-distance in a process layout (page 139) (pages ) 6 Service Quality Chapter 6 - Describe and illustrate the five dimensions of service quality (pages ) Process Improvement Chapter 7 - Use the service quality gap model to diagnose quality problems (pages ) In-class problem Illustrate how poka-yoke methods are (page 170) applied to quality design in services (pages ) Case: Clean Sweep - Construct a statistical process control chart Inc. (page 172) (pages ) - Develop unconditional service guarantees Optional Case: Senora (pages ) County Sheriff (page - Discuss the concept of a service recovery 200 (pages ) - Use quality tools for process analysis and problem solving (pages ) - Describe and contrast corporate quality improvement programs (pages 189, ) 7 Review Chapters 1-7 Test Test 1 (25%) Test Evaluation Date Test 1 (Chapters 1-7) 8 Service Facility Location 9 Service Supply Relationships Globalization of Services Chapter 8 Chapter 9 Chapter 10 - Discuss strategic considerations and explain the difference between competitive clustering and saturation marketing (pages ) - Differentiate between a Euclidian and metropolitan metric approach to measuring travel distance (pages ) - Locate a single facility using the crossmedian approach (pages ) - Use the Huff retail location model to estimate revenue and market share for a potential site (pages ) - Locate multiple facilities using the set covering model (pages ) - Contrast the supply chain for goods with service supplier relationships (pages ) - Discuss the managerial implications of bidirectional service relationships (pages ) In-Class problems: 8-4 & 8-8 (page 238) and 8-10 (page 239) Optional Case: Evolution of B2C E- Commerce in Japan THIS COURSE ADHERES TO ALL COLLEGE POLICIES (See College Calendar) 8

9 Week Topics Readings/Materials Weekly Learning Outcome(s) Instructional Strategies Evaluation Name - Identify the three factors that drive (page 270) profitability for a professional service firm (pages ) - Discuss the benefits, risks and managerial considerations related to outsourcing services (pages ) - Identify and differentiate the four domestic growth and expansion strategies (pages ) - Differentiate between the three generic international strategies (pages ) - Discuss the five C s that must be balanced in a borderless world (pages ) - Identify and differentiate the five global service strategies (pages ) 10 Managing Capacity Chapter 11 and Demand 11 Managing Waiting Lines 12 Capacity Planning and Queuing Models 13 Managing Service Inventory - Describe the strategies for matching capacity and demand for services (pages , ) - Recommend an overbooking strategy (pages ) - Explain what yield management is and how it is applied (pages ) Chapter 12 - Describe how queues form (pages ) - Apply Maister s two laws of service (page 338) - Describe the four psychology of waiting components and suggest strategies to deal with each (pages ) - Describe the essential features of a queuing system (pages ) Chapter 13 - Discuss the strategic role of capacity planning (pages ) - Use queuing models (focus on standard M/M/1 model) to calculate system performance measures (pages ) - Describe the relationships between queuing system characteristics (page 360) - Use queuing models and various decision criteria for capacity planning (pages ) Chapter 15 - Describe the functions and costs of an inventory system (pages ) - Determine the order quantity (pages 432- In-class problems: 11-5 (page 324) & 11-9 (page 325) Case: Thrifty Car Rental (page 352) Optional case: Eye ll Be Seeing You (page 353) In-class problems: 13-1, 13-5 (page 376) & 13-9 (page 378) Project Due Evaluation Date THIS COURSE ADHERES TO ALL COLLEGE POLICIES (See College Calendar) 9

10 Week Topics Readings/Materials Weekly Learning Outcome(s) Instructional Strategies Evaluation Name 440) In-class problems: - Determine the reorder point and safety stock 15-2 (page 453) and for inventory systems with uncertain demand 15- (pages ) 13 (page Design a continuous or periodic review inventory-control system (pages ) - Determine the order quantity for the singleperiod inventory case (pages ) 14 Review Chapters 8-13 and 15 Review Review Test Evaluation Date Test 2 (Chapters 8-13 and 15) Test 2 (Chapters 8-13 and 15) Test 2 (25%) THIS COURSE ADHERES TO ALL COLLEGE POLICIES (See College Calendar) 10