How to find us
|
Contacts

Services Operations Management 2017/2018

  • 5 ECTS
  • Taught in Portuguese
  • Both continuous and final Assessment

Objectives

After completing the course unit, the student should be able to:
• Identify how service operations can contribute to the success of businesses and in particular the hospitality industry
• Know the different operations responsible for providing services
• Understand the critical issues and responses associated with operations management.
• Use tools and techniques to support the design, planning, management and improvement of operations.

Recommended Prerequisites

na

Teaching Metodology

The theoretical contents of the curricular unit will be exposed in classes illustrated whenever possible with practical cases. Students will be motivated to apply skills acquired through hands-on activities, including case study and exercise analysis.

Body of Work

1. Definitions of service operations
2. The importance of customers and the management of the commercial relationship
3. Supply Chain Management
4. Customer Experience and Service Design
5. Management of people and resources in the operation of services
6. The importance of continuous improvement

Recommended Bibliography

Johnston, R., Clark, G. and M. Shulver (2012), Service Operations Management - improving service delivery, 4th edition. Pearson.

PowerPoint presented in class and other material to be made available by the teacher.

Complementary Bibliography

Heizer, J. e Render, B. (2010) Operations Management. 10th edition. Prentice Hall

Okumus, Fevzi, Levent Altinay and Prakash Chathoth (2010) Strategic Management for Hospitality and Tourism. Taylor and Francis.

Song, Haiyan (2012) Tourism Supply Chain Management. Routledge
Rutherford, Denney G. and O'Fallon, Michael J. (2007) Hotel Management and Operations 4th ed. New Jersey: John Wiley & Sons inc

Knowles, Tim (1998) Hospitality Management: An Introduction 2nd ed. Harlow: Addison Wesley Longman Limited

Weekly Planning

Week 1 - from 11 to 15 September 2017:
Presentation of the students and the curricular unit.

Week 2 - from 18 to 22 September 2017:
Topic 1: Definitions of service operations
a.Definition of services
b.Definition of service operations management

Week 3 - from 25 to 28 September 2017:
Topic 1: Definitions of service operations
c. Strategies and challenges of operations managers
d.Tipologies of services and service as a concept

Week 4 - from 02 to 06 October 2017:
Theme 2: The Importance of Customers and Business Relationship Management
a.Tipologies of clients
b.The relationship management with clients

Week 5 - from 09 to 13 October 2017:
Theme 2: The Importance of Customers and Business Relationship Management
c.Customer satisfaction
d.Expectations and perceptions of customers

Week 6 - from the 16th to the 20th of October 2017:
Theme 3: Supply Chain Management
a. Network of service providers
b.The importance of information and inventory
c. Supplier network management strategies

Week 7 - from 23 to 27 October 2017:
Theme 4: Designing the Customer and Service Experience
a.The customer experience
b.The role of technology in customer experience design

Week 8 - from October 30 to November 3 2017:
Theme 4: Designing the Customer and Service Experience
c.The customer experience
d.The role of technology in customer experience design

Week 9 - from 06 to 10 November 2017:
Theme 4: Designing the Customer and Service Experience
e.The design of the service process
f.Tipologies of service processes
g.Measurement, management and control of the service process

Week 10 - from 13 to 17 November 2017:
Topic 5: Management of people and resources in the operation of services
a.Management and motivation of service providers
b.Customer motivation
c. Relationship between demand and responsiveness

Week 11 - from 20 to 24 November 2017:
Theme 6: The importance of continuous improvement
a.Continuous improvement processes
b.Get the complaints

Week 12 - from November 27 to December 1 2017:
Theme 6: The importance of continuous improvement
c.Benchmarking
d.Defining service strategies
e.recognition of a service of excellence

Week 13 - from 04 to 08 December 2017:
Presentation of ongoing evaluation group work

Week 14 - from 11 to 15 December 2017:
Planning and conducting a study visit

Week 15 - from 18 to 22 December 2017:
Exam Reviews

Demonstration of the syllabus coherence with the curricular unit's objectives

Topic 1 will allow students to understand the concepts associated with service operations; topic 2 will allow us to understand and understand the importance of customers and the management of the commercial relationship for the success of the companies that provide services; topics 3, 4, and 5 will enable students to understand the critical issues and decisions associated with operations management and to use tools and techniques to support the design, planning, management and improvement of operations; topic 6 will provide insight into the importance of continuous improvement and service excellence in competitive and globalized services markets.

Demonstration of the teaching methodologies coherence with the curricular unit's objectives

The teaching methodologies are consistent with the objectives of the curricular unit since the expository methodology associated to the case study makes it possible to demonstrate the relevance of operations management to produce goods and provide superior performance services in the hospitality industry and to understand the issues and decisions associated with the management of operations. The exercises will allow students to use tools and techniques to support the design, planning, management and improvement of operations.

relevant generic skillimproved?assessed?
Achieving practical application of theoretical knowledgeYesYes
Adapting to new situations  
Analytical and synthetic skills  
Balanced decision making  
Commitment to effectiveness  
Commitment to quality  
Creativity  
Cultural awareness  
Ethical and responsible behaviour  
Event organization, planning and managementYes 
Foreign language proficiency  
Information and learning managementYesYes
Initiative and entrepreneurship capability  
IT and technology proficiency  
Leadership  
Problem Analysis and AssessmentYes 
Problem-solvingYes 
Relating to others  
Research skillsYes 
TeamworkYes 
Working in international context  
Written and verbal communications skills  
This website uses cookies to provide better functionality and for performance measurements (European Union Directive 2009/136/EC)
Please take a few minutes do answer a few quick questions about our website.