Service Operations Management and Logistics

Code:

ESG0010

Acronym:

GOLS

Keywords
Classification	Keyword
OFICIAL	Economics
OFICIAL	Engineering

Instance: 2011/2012 - 2S

Active?	Yes
Responsible unit:	Department of Industrial Engineering and Management
Course/CS Responsible:	Master in Services Engineering and Management

Cycles of Study/Courses

Acronym	No. of Students	Study Plan	Curricular Years	Credits UCN	Credits ECTS	Contact hours	Total Time
MESG	42	Syllabus since 2007/08	1	-	6	56	162

Teaching language

Portuguese

Objectives

It is expected to endow the students with skills to:
- develop an global view of the traditional and recent concepts of operations management, logistics and supply chain management in services;
- design, plan and manage operations and logistics in the service sector, considering the maximization of operational efficiency and client satisfaction;
- understand the role of operations and logistics in the global strategy of the company;
- understand the need to align the logistic processes with those of the suppliers and clients.

Program

Introduction and Basic Concepts
1. Introduction to Operations Management
2. What do we mean by Service?
3. Process Fundamentals
4. Operations Strategy
5. Process Selection & Design (Services)
Service Facilities
1. Location Decisions
2. Design and Layouts
3. Warehousing and Storage Layouts
4. Bottlenecks and Queuing
Lean
1. The origins of LEAN Production
2. The basic elements of LEAN
3. LEAN in services
Capacity Management
1. Service Capacity
2. Measuring Capacity
3. Capacity Strategies
3.1. Level capacity strategy
3.2. Chase demand strategy
3.3. Demand management strategies
4. Controlling Capacity
5. Improving Resource Utilization
Logistics issues
1. Distribution Systems Structure
2. Transport Mode Choice
3. Logistics and Transport Service Providers
Supply Chain Management
1. Supply Chain Integration
2. Pipeline Management
3. The Role of IT in SCM
4. Partnership and Collaboration
5. Service Level Agreements
Facilitating Goods
1. Inventory Management
2. Independent Demand Inventory Management Systems
3. Dependent Demand Inventory Management Systems

Mandatory literature

Schmenner, Roger W.; Service Operations Management, Englewood Cliffs, NJ:, 1995
Johnston, Robert; Service operations management. ISBN: 0-273-68367-5

Complementary Bibliography

Voss, Christopher 070; Operations management in service industries and the public sector. ISBN: 0-471-90801-0

keywords

Social sciences > Economics > Management studies > Production management

Evaluation Type

Distributed evaluation with final exam

Eligibility for exams

Minimum of 50% in the Group assignments

Calculation formula of final grade

Group assignments - graded from 0 to 10 (minimum of 50%)
Final exam - graded from 0 to 10 (minimum of 50%)