Allgemeine Informationen

Veranstaltungsname	Vorlesung + Übung: Service Operations (Management)
Semester	WS 2016/17
Aktuelle Anzahl der Teilnehmenden	11
Heimat-Einrichtung	Prof. Dr. Jens Brunner - Health Care Operations / Health Information Management
beteiligte Einrichtungen	Institut für Betriebswirtschaftslehre, Wirtschaftswissenschaftliche Fakultät
Veranstaltungstyp	Vorlesung + Übung in der Kategorie Lehre
Erster Termin	Mittwoch, 19.10.2016 10:00 - 11:30, Ort: (FW 1106)
Voraussetzungen	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.

Lehrende

Räume und Zeiten

(FW 1106): Mittwoch: 10:00 - 11:30, wöchentlich (14x); Donnerstag: 08:15 - 09:45, wöchentlich (11x); Donnerstag, 23.02.2017 08:15 - 09:45

Studienbereiche

Wirtschaftswissenschaftliche Fakultät

Kommentar/Beschreibung

The course deals with general topics of service operations management and is divided into the following parts:

Introduction to service operations management
- Forecasting
- Site selection of service facilities
- Service quality and continous improvement
- Performance analysis and benchmarking
- Workforce planning and scheduling
- Inventory management
- Waiting line management and queuing
- Revenue management

At the end of the module service operations management, the students are familiar with the standard problems and models in service operations management. They are able to model service operations management problems and to solve these models with appropriate mathematical methods. This enables them to analyse service operations management problems and to make sound decisions in the field of service operations management.