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Vorlesung + Übung: Service Management - Details

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Service Management

General information

Semester WS 2019/20
Home institute Prof. Dr. Jens Brunner - Health Care Operations / Health Information Management
participating institutes Institut für Betriebswirtschaftslehre, Wirtschaftswissenschaftliche Fakultät
Courses type Vorlesung + Übung in category Teaching
First appointment Wed , 16.10.2019 17:30 - 19:00, Room: (J1101/1102)
Pre-requisites Basic knowledge in operations management (e.g. BSc course "Produktion und Logistik"), basic knowledge in mathematics (including Linear Programming, e.g. BSc course "Mathematik I + II") and in statistics (probability distributions, e.g. BSc courses "Statistik I + II").
Hauptunterrichtssprache englisch
Literaturhinweise Fitzsimmons JA and Fitzsimmons MJ: Service Management: Operations, Strategy, Information Technology, McGraw-Hill.

Haksever C, Render B, Russell RS, and Murdick RG: Service Management and Operations, Prentice Hall.

Nahmias S: Production and Operations Analysis, McGraw-Hill.

Cachon G and Terwiesch C: Matching Supply with Demand, McGraw-Hill.

Pinedo ML: Planning and Scheduling in Manufacturing and Services, in: Springer Series in Operations Research and Financial Engineering, Glynn PW and Robinson SM (eds.), Springer.

Talluri KT and Van Ryzin GJ: The Theory and Practice of Revenue Management, in: International Series in Operations Research & Management Science, Hillier FS (ed.), Springer.

For all books, the most recent edition is relevant.
Additional literature will be announced in the semester.
ECTS points 5



Wednesday: 17:30 - 19:00, weekly (from 16/10/19)
Thursday: 12:15 - 13:45, weekly (from 31/10/19), Tutorial

Course location


Fields of study


The course deals with general topics of service operations management and is divided into the following
• Introduction to service operations management
• Service Strategy
• New Services Development
• The Service Encounter
• Supporting Facility and Process Flows
• Service Quality
• Process Improvement: Data Evelopment Analysis
• Service Facility Management


Current number of participants 129