Service Operation Management (HOM302)
Vietnamese title: Quản trị vận hành dịch vụ
Credits: 3
Prerequisites: HMO102

Description:
Main objective: This course provides students the understanding of the various approaches, design and strategies for achieving operational success in major service sectors such as health care, technical support services, banking and financial services, transportation; yet mainly focus on restaurants, hotels and resorts.
-Description: The course addresses strategic analysis and operational decision making in mananing a service bussiness. The course illustrate the steps of creating the service concept and operations strategy, the design of effective service delivery systems, quality management and improvement which ensure operational competitiveness in service businesses.
-Teaching method: lecture, discussion, demonstration, roleplay, project based learning, group work.

Learning outcomes:
Understand the key challenges facing service operations managers and the role of service operations management, its contribution to organisational success.
Demonstrate highly professtional attitude and discipline to the team, instructor and school regulation.
Develop and apply the service concept to define and communicate the nature of the business, create organisational alignment, drive innovation and strategic advantage, and design the service.
Develop ‘customer’ relationships and gain insight into customers’ expectations and perceptions to create satisfied customers.
Develop supplier relationships
Design the service process and the customer experience.
Organize, measure, control and manage service operations.
Arrange human resources effectively to deliver great service.
Develop a range of tools and learn from other operations to improve service performance
Create and implement an organisation’s service strategy and a world-class organisation and deliver

Student tasks:
Class attendance is strongly encouraged. Attend at least 80% of class hours in order to be accepted to the final examination
- Actively participate in class activities
- Fulfill tasks given by instructor after class
- Use their own laptop in class only for learning purpose
- Read the textbook in advance
- Access the course website (http://flm.fpt.edu.vn) for up-to-date information and material of the course, for online supports from teachers and other students and for practicing and assessment.

Tools:
- Internet

Materials:
description: Service Operations Management
author: Robert Johnston / Michael Shulver / Nigel Slack / Graham Clark /
publisher: Pearson
published_date: 2021
edition: 5th
description: '- PowerPoint Slides
description: '- Instructor's Guide (pdf)
description: - Test bank (Test gen and Doc. file)

Assessments:
category: Group assignment
type: on-going
weight: 30.0
duration: Option 1: 20-30' presentation/group in class'
Option 2 (For Constructivism Approach only): Follow lecturer's proposal
question_type: CLO1,CLO2,CLO3,CLO4,CLO5,CLO6,CLO7,CLO8,CLO9,CLO10
no_question: Option 1: Presentation and written report
Option 2 (For Constructivism Approach only): Follow lecturer's proposal
knowledge_and_skill: Option 1: Maximum length of the group assignment should be 10 pages maximum excluding appendices
grading_guide: Chapter 1-17
note: Option 1: Presentation in class and submission via email or anycourse supporting platfrom
Option 2 (For Constructivism Approach only): Follow lecturer's proposal
category: Individual Interview
type: on-going
weight: 10.0
duration: Option 1: 5-7'
Option 2 (For Constructivism Approach only): Follow lecturer's proposal
question_type: CLO1,CLO2,CLO3,CLO4,CLO5,CLO6,CLO7,CLO8,CLO9,CLO10
no_question: Option 1: Self-Reflection interview, presentation or individual report
Option 2 (For Constructivism Approach only): Follow lecturer's proposal
knowledge_and_skill: Option 1: 1-3 questions
grading_guide: Chapter 1-17
note: Option 1: The student will prepare knowledge according to list of questions or guidelines given by teacher
Teacher should prepare evaluation form for this test
Option 2 (For Constructivism Approach only): Follow lecturer's proposal
category: Participation
type: on-going
weight: 10.0
duration: Option 1: During the semestre
Option 2 (For Constructivism Approach only): Follow lecturer's proposal
question_type: CLO10
category: Quizzes
type: on-going
weight: 20.0
duration: Option 1: 45' in class
Option 2 (For Constructivism Approach only): Follow lecturer's proposal
question_type: CLO1,CLO2,CLO3,CLO4,CLO5,CLO6,CLO7,CLO8,CLO9,CLO10
no_question: Option 1: Multiple choices, short answer question, short essay.
Option 2 (For Constructivism Approach only): Follow lecturer's proposal
grading_guide: Option 1: Theoretical aspect of studied topics
Option 2 (For Constructivism Approach only): Follow lecturer's proposal
note: Option 1: Review questions of the previously-studied topics.
2-3 short answer questions and short essays
Option 2 (For Constructivism Approach only): Follow lecturer's proposal
category: Final exam
type: Final exam
weight: 30.0
duration: 60'
question_type: CLO1,CLO2,CLO3,CLO4,CLO5,CLO6,CLO7,CLO8,CLO9,CLO10
no_question: Multiple choices
Marked by Computer
knowledge_and_skill: 50
grading_guide: Chapter 1-17
note: On Lab

Schedule:
session: Course Introduction
Part I: Framing service operations
Chapter 1: Introduction to service operations
1.1 What is "service"?
1.2 What is service operations management?
learning_outcomes: IT
materials: HOM302
session: Chapter 1: Introduction to service operations
1.3 What are service operations managers responsible for?
1.5 Challenges for service operations management
learning_outcomes: IT
materials: HOM302
session: Chapter 2 : The world of service
2.1 Services are everywhere
learning_outcomes: T
session: Chapter 2 : The world of service
2.2 Services are what we do and consume
learning_outcomes: T
session: Chapter 3: Service strategy
3.1 What is service strategy
3.3 The process of service strategy formation
learning_outcomes: T
session: Chapter 3: Service strategy
3.4 How can service provide a competitive advantage?
3.5 How can service performance objectives be converted into operations priorities?
learning_outcomes: T
session: Chapter 4: The service concept
4.1 What is a service concept?
learning_outcomes: T
session: Chapter 4: The service concept
4.2 What is the structure of a service conept?
4.3 What the service concept is not?
learning_outcomes: T
session: Review Part I
learning_outcomes: T
session: Quiz 1
learning_outcomes: U
session: Part II: Serivce people
Chapter 5: Customer relationships
5.1 Customers - who are they?
5.2 What are the benefits of retaining good customers?
learning_outcomes: T
session: Chapter 5: Customer relationships
5.3 How can managers develop good customer relationships (B2C services)?
5.4 How can managers develop good business relationships (B2B services)?
learning_outcomes: T
session: Chapter 6: Service quality
6.1 What is customer satisfaction?
6.2 What influences expectations and perceptions?
learning_outcomes: T
session: Chapter 6: Service quality
6.3 How can expectations and perceptions be ‘managed’?
learning_outcomes: T
session: Chapter 6: Service quality
6.4 How can service quality be operationalised?
learning_outcomes: T
session: Chapter 6: Service quality
6.5 How can managers discover customers’ expectations?
6.6 How can a service be specified?
learning_outcomes: T
session: Chapter 7: Designing customer experience
7.1 What is 'customer experience'?
7.2 Servicescapes - their effect on the customer experience
learning_outcomes: T
session: Chapter 7: Designing customer experience
7.3 Designing the customer journey
7.4: Managing the total chain of processes.
learning_outcomes: T
session: Chapter 8: People in the service operation
8.1 Why is service delivery a pressurised task?
8.2 How can organizations manage service staff?
learning_outcomes: T
session: Chapter 8: People in the service operation
8.3 What is an appropriate level of employee discretion?
8.4 How can customer be 'managed'?
learning_outcomes: T
session: Chapter 9: Service culture
9.1 What is organizational culture?
learning_outcomes: T
session: Chapter 9: Service culture
9.2 What is service culture?
9.4 How do national cultures vary?
9.5 Can culture be managed?
learning_outcomes: T
session: Review Part II
Group Assignment Instruction 1
learning_outcomes: T
session: Quiz 2
learning_outcomes: U
session: Part III: Delivering service
Chapter 10: Service supply networks
10.1 How can service supply networks be described?
learning_outcomes: T
session: Chapter 10: Service supply networks
10.2 How can supply network be configured?
10.3 Managing supply networks on an ongoing basis
learning_outcomes: T
session: Chapter 11: Designing the service process
11.1 What is service process design?
11.2 What are the main types of service process?
learning_outcomes: T
session: Chapter 11: Designing the service process
11.3 How can managers 'engineer' service process?
11.4 Repositioning service processes
learning_outcomes: T
session: Chapter 12: Managing service performance
12.1 What is 'performance management'?
12.2 Setting the vision, mission and strategic objectives
learning_outcomes: T
session: Chapter 12: Managing service performance
12.3 What is 'performance' in service operations?
12.4 Performance measurement
learning_outcomes: T
session: Chapter 12: Managing service performance
12.5 Performance reporting
12.6 Setting performance targets
learning_outcomes: T
session: Chapter 12: Managing service performance
12. 7 Achieving consistency
12.8 Performance and control
learning_outcomes: T
session: Chapter 13: Service resources and capacity
13.1 What is resource and capacity management?
13.2 Long-term resource and capacity management
learning_outcomes: T
session: Chapter 13: Service resources and capacity
13.3 Medium-term resource and capacity management
learning_outcomes: T
session: Chapter 13: Service resources and capacity
13.4 Short-term resource and capacity management
learning_outcomes: T
session: Chapter 13: Service resources and capacity
13.5 How do organisations manage bottlenecks and queues?
13.6 What happens when managers can’t cope with demand?
learning_outcomes: T
session: Review Part III
Group Assignment and Interview Instruction 2
learning_outcomes: T
session: Quiz 3
learning_outcomes: U
session: Part IV: improving service operations
Chapter 14: Service innovation
14.1 What is innovation
14.2 What is differernt about service innovation?
14.3 What is the process of service innovation?
learning_outcomes: T
session: Chapter 14: Service innovation
14.4 What resources are necessary for service innovation?
learning_outcomes: T
session: Chapter 15: Service improvement
15.1 How can 'value' drive improvement?
15.2 Should improvement aim to be better or different? Incremental or radical?
learning_outcomes: T
session: Chapter 15: Service improvement
15.3 How is improving service operations different?
15.4 What are the main approaches to improvement?
learning_outcomes: T
session: Chapter 16: Learning from problems
16.1 Why do problems occur?
16.2 How can complaining customers be dealt with?
learning_outcomes: T
session: Chapter 16: Learning from problems
16.3 How can managers use problems to drive improvement?
16.4 How can managers prevent problems occurring?
learning_outcomes: T
session: Chapter 17: Learning from other operations
17.1 What is benchmarking?
learning_outcomes: T
session: Chapter 17: Learning from other operations
17.2 What are the different types of benchmarking?
17.3 How do organisations go about benchmarking?
17.4 How can quality awards and general benchmarking studies help?
learning_outcomes: T
session: Review Part IV
learning_outcomes: T
session: Quiz 4
learning_outcomes: U
session: Presentation Day
learning_outcomes: U
session: Presentation Day
learning_outcomes: U
session: Presentation Day
learning_outcomes: U
session: Presentation Day
learning_outcomes: U
session: Presentation Day
learning_outcomes: U
session: Presentation Day
learning_outcomes: U
session: Individual interview
learning_outcomes: U
session: Individual interview
learning_outcomes: U
session: Individual interview
learning_outcomes: U
session: Individual interview
learning_outcomes: U
session: Review all chapter
learning_outcomes: U
session: Review all chapter
learning_outcomes: U