Department of Industrial and Manufacturing Engineering - Leading Process and Product Improvement

Click here for most recent complete syllabus (.pdf format)

IME 5120 - Management of Service Operations

Catalog Description:

An analysis of service industries, exploring differences in planning and controlling operations. Emphasis will be on service system design, service quality, and comparing customer expectations with their perceptions.

Credits: 3 hours

Lecture Hours - Laboratory Hours: (3 - 0)

Prerequisites by Topic:

  1. Basic electronic communication skills; word processing, electronic spreadsheet, internet access, Email
  2. Working knowledge of descriptive and inferential statistics, mean, variance, graphical display methods, probability, estimation, hypothesis testing, regression
  3. Ability to write well, spelling, grammar and use appropriate citations. (see

Course Objectives:

  1. Develop an understanding of the unique nature of services and their role in the economy.
  2. Comprehend the strategic nature of services.
  3. Understand how to measure and control service quality.
  4. Be able to plan and control service operations, including its supply chain.
  5. Understand the role of the customer in service delivery and service quality.
  6. Understand globalization and world class service.


Service Management: Operations, Strategy, Information Technology, by James A. Fitzsimmons and Mona J. Fitzsimmons, McGraw-Hill/Irwin, 2008

Course Coordinator:

David Lyth
Western Michigan University
E-222 Parkview Campus
Kalamazoo, Michigan 49008-5336
Phone: 276-3368

Revision Date: Spring 2011


Department of Industrial and Manufacturing Engineering
Western Michigan University
Kalamazoo MI 49008-5336 USA
(269) 276-3350 | (269) 276-3353 Fax

Copyright © 2012 Western Michigan University, All Rights Reserved