Vorlesung + Übung: Service Management - Details
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Lehrveranstaltung wird online/digital abgehalten.

General information

Semester WS 2021/22
Current number of participants 118
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 date Tue , 19.10.2021 08:15 - 09:45
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").
Online/Digitale Veranstaltung Veranstaltung wird online/digital abgehalten.
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

Course location / Course dates

n.a Tuesday: 08:15 - 09:45, weekly
Thursday: 12:15 - 13:45, weekly
(tba) Wednesday. 02.03.22 11:00 - 12:00

Module assignments


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