OIE 557: Service Operations Management

Successful management of service organizations often differs from that of manufacturing organizations. Service business efficiency is sometimes difficult to evaluate because it is often hard to determine the efficient amount of resources required to produce service outputs. This course introduces students to the available techniques used to evaluate operating efficiency and effectiveness in the service sector. The course covers key service business principles. Students gain an understanding of how to successfully manage service operations through a series of case studies on various service industries and covering applications in yield management, inventory control, waiting time management, project management, site selection, performance evaluation and scoring systems. The course assumes some familiarity with basic probability and statistics through regression.