[major=BBA_HM | course_id=HOM302 | syllabus_id=11461 | semester=7 | combo=HM_COM1; HM_COM2.1; HM_COM3.1 | title=Service Operation Management]
Course ID: HOM302
Title EN: Service Operation Management
Title VI: Quản trị vận hành dịch vụ
Credits: 3.0
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.
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
Course type: traditional
Decision: 402/QĐ-ĐHFPT dated 04/22/2024
Approved date: 2024-04-22
CLO1: Understand the key challenges facing service operations managers and the role of service operations management, its contribution to organisational success.
[1] 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; grading_guide=Chapter 1-17; completion_criteria=; clos=>0
[2] 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; grading_guide=Chapter 1-17; completion_criteria=; clos=>0
[3] 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; grading_guide=; completion_criteria=; clos=>0
[4] 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; grading_guide=Option 1: Theoretical aspect of studied topics
Option 2 (For Constructivism Approach only): Follow lecturer's proposal; completion_criteria=; clos=>0
[5] category=Final exam; type=Final exam; weight=30.0; duration=60'; question_type=CLO1,CLO2,CLO3,CLO4,CLO5,CLO6,CLO7,CLO8,CLO9,CLO10; grading_guide=Chapter 1-17; completion_criteria=; clos=4
[1] desc=Service Operations Management; author=Robert Johnston / Michael Shulver / Nigel Slack / Graham Clark /; publisher=Pearson; edition=5th; isbn=; main=True; online=; note=
[2] desc='- PowerPoint Slides; author=; publisher=; edition=; isbn=; main=; online=; note=
[3] desc='- Instructor's Guide (pdf); author=; publisher=; edition=; isbn=; main=; online=; note=
[4] desc=- Test bank (Test gen and Doc. file); author=; publisher=; edition=; isbn=; main=; online=; note=
Session 1: 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?
Topic: Offline; Teaching type: CLO1, CLO10; LO: IT
ITU: Slides
Materials: HOM302
Download: Preview Chapter 1

Session 2: Chapter 1: Introduction to service operations
1.3 What are service operations managers responsible for?
1.5 Challenges for service operations management
Topic: Offline; Teaching type: CLO1, CLO10; LO: IT
ITU: Slides
Materials: HOM302
Download: Preview Chapter 1

Session 3: Chapter 2 : The world of service
2.1 Services are everywhere
Topic: Offline; Teaching type: CLO2, CLO10; LO: T
ITU: Slides
Download: Preview Chapter 2

Session 4: Chapter 2 : The world of service
2.2 Services are what we do and consume
Topic: Offline; Teaching type: CLO2, CLO10; LO: T
ITU: Slides
Download: Preview Chapter 2
CLO10: Demonstrate highly professtional attitude and discipline to the team, instructor and school regulation.
Session 1: Chapter 3: Service strategy
3.1 What is service strategy
3.3 The process of service strategy formation
Topic: Offline; Teaching type: CLO9, CLO10; LO: T
ITU: Slides
Download: Preview Chapter 3

Session 2: 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?
Topic: Offline; Teaching type: CLO9, CLO10; LO: T
ITU: Slides
Download: Preview Chapter 3

Session 3: Chapter 4: The service concept
4.1 What is a service concept?
Topic: Offline; Teaching type: CLO2, CLO10; LO: T
ITU: Slides
Download: Preview Chapter 4

Session 4: Chapter 4: The service concept
4.2 What is the structure of a service conept?
4.3 What the service concept is not?
Topic: Offline; Teaching type: CLO2, CLO10; LO: T
ITU: Slides
Download: Preview Chapter 4
CLO2: 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.
Session 1: Review Part I
Topic: Offline; Teaching type: CLO1, CLO2, CLO9, CLO10; LO: T
ITU: Slides
Download: Review chapter 1,2,3,4

Session 2: Quiz 1
Topic: Offline; Teaching type: CLO1, CLO2, CLO9, CLO10; LO: U
ITU: Slides
Download: Review chapter 1,2,3,4

Session 3: Part II: Serivce people
Chapter 5: Customer relationships
5.1 Customers - who are they?
5.2 What are the benefits of retaining good customers?
Topic: Offline; Teaching type: CLO3, CLO10; LO: T
ITU: Slides
Download: Preview Chapter 5

Session 4: 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)?
Topic: Offline; Teaching type: CLO3, CLO10; LO: T
ITU: Slides
Download: Preview Chapter 5
CLO3: Develop ‘customer’ relationships and gain insight into customers’ expectations and perceptions to create satisfied customers.
Session 1: Chapter 6: Service quality
6.1 What is customer satisfaction?
6.2 What influences expectations and perceptions?
Topic: Offline; Teaching type: CLO3, CLO10; LO: T
ITU: 'Slides
Download: Preview Chapter 6

Session 2: Chapter 6: Service quality
6.3 How can expectations and perceptions be ‘managed’?
Topic: Offline; Teaching type: CLO3, CLO10; LO: T
ITU: 'Slides
Download: Preview Chapter 6

Session 3: Chapter 6: Service quality
6.4 How can service quality be operationalised?
Topic: Offline; Teaching type: CLO3, CLO10; LO: T
ITU: 'Slides
Download: Preview Chapter 6

Session 4: Chapter 6: Service quality
6.5 How can managers discover customers’ expectations?
6.6 How can a service be specified?
Topic: Offline; Teaching type: CLO3, CLO10; LO: T
ITU: 'Slides
Download: Preview Chapter 6
CLO4: Develop supplier relationships
Session 1: Chapter 7: Designing customer experience
7.1 What is 'customer experience'?
7.2 Servicescapes - their effect on the customer experience
Topic: Offline; Teaching type: CLO5; LO: T
ITU: 'Slides
Download: Preview Chapter 7

Session 2: Chapter 7: Designing customer experience
7.3 Designing the customer journey
7.4: Managing the total chain of processes.
Topic: Offline; Teaching type: CLO5; LO: T
ITU: 'Slides
Download: Preview Chapter 7

Session 3: Chapter 8: People in the service operation
8.1 Why is service delivery a pressurised task?
8.2 How can organizations manage service staff?
Topic: Offline; Teaching type: CLO7; LO: T
ITU: Slides
Download: Preview Chapter 8

Session 4: Chapter 8: People in the service operation
8.3 What is an appropriate level of employee discretion?
8.4 How can customer be 'managed'?
Topic: Offline; Teaching type: CLO7; LO: T
ITU: Slides
Download: Preview Chapter 8
CLO5: Design the service process and the customer experience.
Session 1: Chapter 9: Service culture
9.1 What is organizational culture?
Topic: Offline; Teaching type: CLO7, CLO9, CLO10; LO: T
ITU: Slides
Download: Preview Chapter 9

Session 2: Chapter 9: Service culture
9.2 What is service culture?
9.4 How do national cultures vary?
9.5 Can culture be managed?
Topic: Offline; Teaching type: CLO7, CLO9, CLO10; LO: T
ITU: Slides
Download: Preview Chapter 9

Session 3: Review Part II
Group Assignment Instruction 1
Topic: Offline; Teaching type: CLO3, CLO5, CLO7, CLO9, CLO10; LO: T
ITU: Slides
Download: Review chapter 5,6,7,8,9

Session 4: Quiz 2
Topic: Offline; Teaching type: CLO3, CLO5, CLO7, CLO9, CLO10; LO: U
ITU: Slides
Download: Review chapter 5,6,7,8,9
CLO6: Organize, measure, control and manage service operations.
Session 1: Part III: Delivering service
Chapter 10: Service supply networks
10.1 How can service supply networks be described?
Topic: Offline; Teaching type: CLO4, CLO10; LO: T
ITU: Slides
Download: Preview Chapter 10

Session 2: Chapter 10: Service supply networks
10.2 How can supply network be configured?
10.3 Managing supply networks on an ongoing basis
Topic: Offline; Teaching type: CLO4, CLO10; LO: T
ITU: Slides
Download: Preview Chapter 10

Session 3: Chapter 11: Designing the service process
11.1 What is service process design?
11.2 What are the main types of service process?
Topic: Offline; Teaching type: CLO5; LO: T
ITU: Slides
Download: Preview Chapter 11

Session 4: Chapter 11: Designing the service process
11.3 How can managers 'engineer' service process?
11.4 Repositioning service processes
Topic: Offline; Teaching type: CLO5; LO: T
ITU: Slides
Download: Preview Chapter 11
CLO7: Arrange human resources effectively to deliver great service.
Session 1: Chapter 12: Managing service performance
12.1 What is 'performance management'?
12.2 Setting the vision, mission and strategic objectives
Topic: Offline; Teaching type: CLO6; LO: T
ITU: Slides
Download: Preview Chapter 12

Session 2: Chapter 12: Managing service performance
12.3 What is 'performance' in service operations?
12.4 Performance measurement
Topic: Offline; Teaching type: CLO6; LO: T
ITU: Slides
Download: Preview Chapter 12

Session 3: Chapter 12: Managing service performance
12.5 Performance reporting
12.6 Setting performance targets
Topic: Offline; Teaching type: CLO6; LO: T
ITU: Slides
Download: Preview Chapter 12

Session 4: Chapter 12: Managing service performance
12. 7 Achieving consistency
12.8 Performance and control
Topic: Offline; Teaching type: CLO6; LO: T
ITU: Slides
Download: Preview Chapter 12
CLO8: Develop a range of tools and learn from other operations to improve service performance
Session 1: Chapter 13: Service resources and capacity
13.1 What is resource and capacity management?
13.2 Long-term resource and capacity management
Topic: Offline; Teaching type: CLO6, CLO7; LO: T
ITU: Slides
Download: Preview Chapter 13

Session 2: Chapter 13: Service resources and capacity
13.3 Medium-term resource and capacity management
Topic: Offline; Teaching type: CLO6, CLO7; LO: T
ITU: Slides
Download: Preview Chapter 13

Session 3: Chapter 13: Service resources and capacity
13.4 Short-term resource and capacity management
Topic: Offline; Teaching type: CLO6, CLO7; LO: T
ITU: Slides
Download: Preview Chapter 13

Session 4: 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?
Topic: Offline; Teaching type: CLO6, CLO7; LO: T
ITU: Slides
Download: Preview Chapter 13
CLO9: Create and implement an organisation’s service strategy and a world-class organisation and deliver
Session 1: Review Part III
Group Assignment and Interview Instruction 2
Topic: Offline; Teaching type: CLO4, CLO5, CLO6, CLO7, CLO10; LO: T
ITU: 'Slides
Download: Review chapter 10,11,12,13
Discuss relevant group assignment questions with lecturer (if any)

Session 2: Quiz 3
Topic: Offline; Teaching type: CLO4, CLO5, CLO6, CLO7, CLO10; LO: U
ITU: 'Slides
Download: Review chapter 10,11,12,13

Session 3: 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?
Topic: Offline; Teaching type: CLO8; LO: T
ITU: Slides
Download: Preview chapter 14

Session 4: Chapter 14: Service innovation
14.4 What resources are necessary for service innovation?
Topic: Offline; Teaching type: CLO8; LO: T
ITU: Slides
Download: Preview chapter 14
Session 1: Chapter 15: Service improvement
15.1 How can 'value' drive improvement?
15.2 Should improvement aim to be better or different? Incremental or radical?
Topic: Offline; Teaching type: CLO8, CLO10; LO: T
ITU: Slides
Download: Preview chapter 15

Session 2: Chapter 15: Service improvement
15.3 How is improving service operations different?
15.4 What are the main approaches to improvement?
Topic: Offline; Teaching type: CLO8, CLO10; LO: T
ITU: Slides
Download: Preview chapter 15

Session 3: Chapter 16: Learning from problems
16.1 Why do problems occur?
16.2 How can complaining customers be dealt with?
Topic: Offline; Teaching type: CLO8; LO: T
ITU: Slides
Download: Preview Chapter 16

Session 4: Chapter 16: Learning from problems
16.3 How can managers use problems to drive improvement?
16.4 How can managers prevent problems occurring?
Topic: Offline; Teaching type: CLO8; LO: T
ITU: Slides
Download: Preview Chapter 16
Session 1: Chapter 17: Learning from other operations
17.1 What is benchmarking?
Topic: Offline; Teaching type: CLO8; LO: T
ITU: Slides
Download: Preview Chapter 17

Session 2: 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?
Topic: Offline; Teaching type: CLO8; LO: T
ITU: Slides
Download: Preview Chapter 17

Session 3: Review Part IV
Topic: Offline; Teaching type: CLO8, CLO10; LO: T
ITU: Slides
Download: Review Chapter 14,15,16,17

Session 4: Quiz 4
Topic: Offline; Teaching type: CLO8, CLO10; LO: U
ITU: Slides
Download: Review Chapter 14,15,16,17
Session 1: Presentation Day
Topic: Offline; Teaching type: CLO1, CLO2, CLO3, CLO4, CLO5, CLO 6, CLO7, CLO8, CLO9, CLO10; LO: U
ITU: Slides
Download: Review Given Guideline + Present by group

Session 2: Presentation Day
Topic: Offline; Teaching type: CLO1, CLO2, CLO3, CLO4, CLO5, CLO 6, CLO7, CLO8, CLO9, CLO10; LO: U
ITU: Slides
Download: Review Given Guideline + Present by group

Session 3: Presentation Day
Topic: Offline; Teaching type: CLO1, CLO2, CLO3, CLO4, CLO5, CLO 6, CLO7, CLO8, CLO9, CLO10; LO: U
ITU: Slides
Download: Review Given Guideline + Present by group

Session 4: Presentation Day
Topic: Offline; Teaching type: CLO1, CLO2, CLO3, CLO4, CLO5, CLO 6, CLO7, CLO8, CLO9, CLO10; LO: U
ITU: Slides
Download: Review Given Guideline + Present by group
Session 1: Presentation Day
Topic: Offline; Teaching type: CLO1, CLO2, CLO3, CLO4, CLO5, CLO 6, CLO7, CLO8, CLO9, CLO10; LO: U
ITU: Slides
Download: Review Given Guideline + Present by group

Session 2: Presentation Day
Topic: Offline; Teaching type: CLO1, CLO2, CLO3, CLO4, CLO5, CLO 6, CLO7, CLO8, CLO9, CLO10; LO: U
ITU: Slides
Download: Review Given Guideline + Present by group

Session 3: Individual interview
Topic: Offline; Teaching type: CLO1, CLO2, CLO3, CLO4, CLO5, CLO 6, CLO7, CLO8, CLO9, CLO10; LO: U
ITU: Slides
Download: Review Given Guideline

Session 4: Individual interview
Topic: Offline; Teaching type: CLO1, CLO2, CLO3, CLO4, CLO5, CLO 6, CLO7, CLO8, CLO9, CLO10; LO: U
ITU: Slides
Download: Review Given Guideline
Session 1: Individual interview
Topic: Offline; Teaching type: CLO1, CLO2, CLO3, CLO4, CLO5, CLO 6, CLO7, CLO8, CLO9, CLO10; LO: U
ITU: Slides
Download: Review Given Guideline

Session 2: Individual interview
Topic: Offline; Teaching type: CLO1, CLO2, CLO3, CLO4, CLO5, CLO 6, CLO7, CLO8, CLO9, CLO10; LO: U
ITU: Slides
Download: Review Given Guideline

Session 3: Review all chapter
Topic: Offline; Teaching type: CLO1, CLO2, CLO3, CLO4, CLO5, CLO 6, CLO7, CLO8, CLO9, CLO10; LO: U
ITU: Slides
Download: Review Part I, II, III, IV

Session 4: Review all chapter
Topic: Offline; Teaching type: CLO1, CLO2, CLO3, CLO4, CLO5, CLO 6, CLO7, CLO8, CLO9, CLO10; LO: U
ITU: Slides
Download: Review Part I, II, III, IV