Course unit title

Service Operations Management

Course unit code

MNO204

Type of course unit (compulsory, optional)

optional

Level of course units (according to

EQF: first cycle Bachelor, second cycle Master)

The first cycle of Bachelor Degree Program

Year of study when the course unit is delivered

(if applicable)

2020 - 2021

Semester/trimester when the course unit is delivered

The Sixth Semester of Bachelor Study

Number of ECTS credits allocated

4.8 Credits

Name of lecturer(s)
  1. Nurullaily Kartika, SE., MBA
  2. Raras Kirana Wandira, SE., MBA., MM
  3. Puspandam Katias, Drs.,.MM

Learning outcomes of the course unit

After completing this course, students are expected to be able to define the various basic concepts of service operations management, service/operational design, and control concepts in service organizations. Students are also expected to be able to design services or operations in service organizations.

Mode of delivery (face-to-face, distance learning)

Face-to-face and distance learning (using https://hebat.elearning.unair.ac.id/ )

Prerequisites and co-requisites (if applicable)

Operations management

Course content

1.Introduction,Services in our society

2. Service Operations Objectives Customer: the focus of service management, Operation Management and inter-relationships

3.Planning, implementing and controlling Design &

development of services & service delivery systems

4. Facilities & Work

5.People power: the most valuable resource Work measurement in services

6. Capacity management, Scheduling & time Management

7.Managing Demand & supply in services

8. Service inventory systems

9.Quality performance

10.QFD

11.QFD

12.Discussion of the results of field assignments

Recommended or required

reading and other learning resources/tools

Wright, J Nevan., Peter Race (2004) The Management of Service

Operations. Second Edition. Thomson. (NW)

Haksever, Cengis., Barry Render., Roberta Russel., Robert G Murdick (2000) Service Management and Operations. Second Edition. Prentice Hall. (HA)

Planned learning activities and teaching methods

Lectures, Discussions, and Quizzes

Language of instruction

Indonesian

Assessment methods and criteria

Midterm and final exam 50%, assignment 50% (individual 25%, group 25%)