OPM 582: Case Studies in Service Operations Management

kein Angebot im HWS

Services are the largest and fastest growing segment of our economy. However, services pose particular challenges to managers due to their intangible and experiential nature, timeperishability,and high levels of customer involvement. Accordingly, managing services requires tight integration between operations, marketing, strategy, technology, and organizational issues from an integrated viewpoint with a focus on the customer in order to gain competitive advantage. This course reviews managerial concepts and selected analytical tools for effectively and efficiently managing service operations in face of these challenges. In particular, we will explore the theory by applying it to various cases studies of firms covering a broad range of service industries, such as transport and communication, retailing, hospitality, professional services, e-services, as well as service functions of the manufacturing sector. Case topics will be allocated at the beginning of the course based on student preferences. Students will work in teams of two on the assigned case.

Lern- und Qualifikations­ziele
Students will intensify their understanding of operations and service operations management by applying concepts and analytical tools in a broader, interdisciplinary and strategic context to practical case studies. The course should be useful for anyone with an intention of going into professional services such as consulting; into industry (service or manufacturing), where the importance of man-aging service processes is increasing every day; or with a desire to set up their own service business.

Notwendige Voraussetzungen

Inhaltliche Voraussetzungen
Participants should be familiar with the fundamentals of operations management and service operations management. Furthermore, students need a basic knowledge in mathematics (including linear programming) and in statistics (probability distributions).

Vorlesung2 SWS8 SWS
Übung2 SWS5 SWS
Prüfungs­form und -umfangAssignment(s)/work on case studies: final team report (60%), final presentation (30%), individual class participation (10%)
Informationen zur AnmeldungMax. 20 participants
Geprüft durch
Durchführende Lehr­kraft
Prof. Dr. Cornelia Schön
Prof. Dr. Cornelia Schön
Dauer des Moduls 1 Semester
VerwendbarkeitM.Sc. MMM, M.Sc. WiPäd, M.Sc. VWL, M.Sc. Wirt. Inf., M.Sc. Wirt. Math., MAKUWI
Programm­spezifische KompetenzzieleCG 1, CG 2
Benotung Ja
LiteraturDepends on the topic
GliederungTopics vary from year to year and will be announced in the syllabus.