Service Operations Management and Logistics

Code:

ESG0010

Acronym:

GOLS

Keywords
Classification	Keyword
OFICIAL	Economics
OFICIAL	Engineering

Instance: 2012/2013 - 2S

Active?	Yes
Web Page:	http://paginas.fe.up.pt/~mac/ensino/GOLS20122013.html
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	40	Syllabus since 2007/08	1	-	6	56	162

Teaching language

English

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.

Learning outcomes and competences

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.

Working method

Presencial

Program

Introduction and Basic Concepts

• Introduction to Operations Management
• What do we mean by Service?
• Process Fundamentals.
• Operations Strategy
• Process Selection & Design (Services)

Service Facilities

• Location Decisions
• Design and Layouts
• Warehousing and Storage Layouts
• Bottlenecks and Queuing

Lean

1. The origins of LEAN Production
2. The basic elements of LEAN
3. LEAN in services

Capacity Management

• Service Capacity
• Measuring Capacity
• Capacity Strategies

• Level capacity strategy
• Chase demand strategy
• Demand management strategies
• Controlling Capacity
• Improving Resource Utilization

Logistics issues

• Distribution Systems Structure
• Transport Mode Choice
• Logistics and Transport Service Providers

Supply Chain Management

• Supply Chain Integration
• Pipeline Management
• The Role of IT in SCM
• Partnership and Collaboration
• Service Level Agreements

Facilitating Goods

• Inventory Management
• Independent Demand Inventory Management Systems
• Dependent Demand Inventory Management Systems

Mandatory literature

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
Schmenner, Roger W.; Service Operations Management, Englewood Cliffs, NJ:, 1995

Teaching methods and learning activities

Preparation of a theme by the groups.

Exercises, cases and games.

Preparing a presentation based on the analysis of a service corporation from the point of view of operations and logistics.

keywords

Social sciences > Economics > Management studies > Production management
Technological sciences > Engineering > Industrial engineering

Evaluation Type

Distributed evaluation without final exam

Assessment Components

Description	Type	Time (hours)	Weight (%)	End date
Preparation of a theme for a class	Trabalho de campo	15,00	10,00	2013-05-31
Quizz on the theme prepared by the group	Teste	0,50	20,00	2013-05-31
Quizzes on the 8 other themes	Teste	4,00	50,00	2013-05-31
Presentation describing the operations and logistics in a service corporation.	Trabalho de campo	20,00	20,00	2013-05-31
	Total:	-	100,00

Amount of time allocated to each course unit

Description	Type	Time (hours)	End date
Preparation of a theme for a class	Trabalho de campo	15	2013-05-31
Presentation describing the operations and logistics in a service corporation.	Elaboração de projeto	20	2013-05-31
Individual study (including preparation for the quizzes)	Estudo autónomo	70	2013-05-31
	Total:	105,00

Calculation formula of final grade

Group assignments

• (10%) Preparation of a theme for a class;
• (20%) Presentation describing the operations and logistics in a service corporation.

Individual assignments

• (20%) Quiz on the theme prepared by the team to which the student belongs
• (50%) Average of the 5 quizzes with the best marks (out of 8) 

Examinations or Special Assignments

Group assignments

• Preparation of a theme for a class;
• Presentation describing the operations and logistics in a service corporation.

Individual assignments

• 9 quizzes 

Special assessment (TE, DA, ...)

The same as the one for the other students

Classification improvement

The students can only improve the mark of the 5 quizzes with the best marks (out of 8)