Services Operations

Year
2
Academic year
2019-2020
Code
02031113
Subject Area
Industrial Engineering
Language of Instruction
Portuguese
Mode of Delivery
Face-to-face
Duration
SEMESTRIAL
ECTS Credits
6.0
Type
Compulsory
Level
2nd Cycle Studies - Mestrado

Recommended Prerequisites

Some knowledge about Queuing Models, Forecasting models  and  Statistics - are recommended before attending this course

Teaching Methods

The teaching methodologies applied are the following:

Expositive. Active, through the presentation and discussion of practical works, through the execution of practical exercises, through the analysis and discussion of case studies and through the reading of selected texts. Collaborative, through the execution of works developed in group.

Learning Outcomes

The curricular unit aims to prepare students for the challenges associated with the management of operations in the context of services.

The specific objectives are:

(1) To identify the distinctive characteristics of services and understanding the role of services in the economy;

(2) characterize the production processes of services and know the key tools to support the design of services process;

(3) Understand the nature of demand and understand the  principles and tools for services demand management;

(4) Understand the nature and conditions of supply / capacity in services and some of principles and tools for managing capacity and demand;

(5) Understand the concept of service quality.

Work Placement(s)

No

Syllabus

1. Introduction:

The role of services in the economy

The Nature of Services

Features of Production os Service

Classification and Types of Services

Strategies for the delivery of services

2. Challenges for a Services Operations Manager - Development of New Services

Design and mapping service processes

Personnel, technology and customers in service processes

3. Challenges of a Service Operations Manager - Managing Service Operations

Management Capacity and Demand Services

4. Quality Management services

The concept of quality in services,

Quality monitoring services.

Head Lecturer(s)

Telmo Miguel Pires Pinto

Assessment Methods

Assessment
Written sheet and discussion in the classroom of a case study developed in group : 20.0%
Exam: 40.0%
Project: 40.0%

Bibliography

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

Haksever, C., B. Render, R. Russel e R. Murdick, Service Management and Operations, Prentice-Hall.

Robert Johnston, Service Operations Management: Improving Service Delivery, Prentice-Hall.