040193 KU Service Science (MA) (2021W)

This course is designed to explore the various dimensions of service management and to prepare students for management opportunities in service firms, which represent the fastest-growing sector of the economy. The course will study service management from an integrated viewpoint. The material will integrate operations, strategy, marketing, information technology, and organizational issues.

The specific objectives of the course are:
• To identify special characteristics of service management and compare them with those of manufacturing management.
• To develop an understanding of the "state of the art" of service management thinking.
• To integrate the knowledge gained in other courses (both e-business courses and general management courses) into the area of service management.
• To appreciate the organizational significance of managing the service encounter
• To develop an awareness of the opportunities that information technology can have for enhancing service firm’s competitiveness.

Topics:
The role of services in the economy
Service strategy
New service development
The service encounter
Supporting facility and process flows
Service quality
Process improvement
Managing service operations
Demand and capacity management
Managing waiting lines

Teaching methods:
The course will be held in the form of a video lecture with asynchronous videos. This means that you will learn the content with the help of short videos that you can access at any time via Moodle. In addition, there will be online consultation hours where I will be available to answer your questions about the course content and assignments.