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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:
- Basic electronic communication skills; word processing, electronic spreadsheet, internet access, Email
- Working knowledge of descriptive and inferential statistics, mean, variance, graphical display methods, probability, estimation, hypothesis testing, regression
- Ability to write well, spelling, grammar and use appropriate citations. (see http://www.wmich.edu/library/help/guides/style.php).
Course Objectives:
- Develop an understanding of the unique nature of services and their role in the economy.
- Comprehend the strategic nature of services.
- Understand how to measure and control service quality.
- Be able to plan and control service operations, including its supply chain.
- Understand the role of the customer in service delivery and service quality.
- Understand globalization and world class service.
Textbooks:
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
Email: david.lyth@wmich.edu
Revision Date: Spring 2011