Service Operations Management Course unit title Service Operations Management Course unit code MNO204 Type of course unit (compulsory, optional) optional Level of course unit (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) Nurullaily Kartika, SE.,MBA Raras Kirana Wandira, SE.,MBA.,MM Puspandam Katias,Drs.,.MM Learning outcomes of the course unit After accomplishing 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) Operation 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 resources 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%)