Service Operations Management and Logistics

Code:

ESG0010

Acronym:

GOLS

Keywords
Classification	Keyword
OFICIAL	Economics
OFICIAL	Engineering

Instance: 2014/2015 - 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	39	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

• The origins of LEAN Production
• The basic elements of LEAN
• 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 with final exam

Assessment Components

Designation	Weight (%)
Exame	70,00
Trabalho de campo	30,00
Total:	100,00

Amount of time allocated to each course unit

Designation	Time (hours)
Elaboração de projeto	28,00
Estudo autónomo	28,00
Frequência das aulas	56,00
Trabalho de campo	20,00
Total:	132,00

Eligibility for exams

Do not exced legal limit of absences. Case study resolution and group Assignment.

Calculation formula of final grade

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

Special assessment (TE, DA, ...)

Single case study resolution (individual work) (30%) + Special Exam (70%)

Classification improvement

Students can only improve the final exame, and it does not apply to the continuous evaluation part.