Service Management and Operations [ NELMS2414 ]
5.0 crédits ECTS
30.0 h
1q
| Language |
French
|
Place
of the course |
Namur
|
| Prerequisites |
Basic management notions. Introductory statistics and optimization.
Knowledge of some relevant softwares in statistics and optimization.
|
| Aims |
Students should learn how to analyze case studies in Service Operations Management.
They should also learn how to apply the relevant methods and techniques for the various cases.
The contribution of this Teaching Unit to the development and
command of the skills and learning outcomes of the programme(s) can be
accessed at the end of this sheet, in the section entitled
“Programmes/courses offering this Teaching Unit”.
|
| Evaluation methods |
Mostly based on group's homeworks. See webcampus.
|
| Teaching methods |
The course requests active participation of students.
It also requests group homeworks on case studies.
|
| Content |
Main references :
J.A. Fitzimmons and M.J. Fitzsimmons, Service Management, Fifth Edition, McGraw Hill, New York 2006
G.Ghiani, G. Laporte, R. Musmano, Introduction to Logistics Systems Planning and Control,
Wiley, Chichester, 2004
C. Haksever, B. Render, R.S. Russell and R.G.Murdick , Service Management and Operations, Second Edition, Prentice Hall, New Jersey, 2000.
Other references : lecture notes on webcampus
|
| Bibliography |
This course presents the management principles and techniques in the service sector.
It first studies the characteristics of this sector as well as the strategic implications.
It then considers a number of specific operations techniques, including waiting lines, forecasting, capacity management and yield management.
|
| Other information |
Description TP
See webcampus
|
Cycle et année
d'étude |
> Master [120] in Management
> Master 120 of arts in Business engineering
> Master in Management, Teaching Focus
> Master [120] in Business engineering, professional focus
> Master [120] in Management, Professional Focus
|
Faculty or entity
in charge |
> EAFN
|
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