Service Operations Management and Logistics

Code:

ESG0010

Acronym:

GOLS

Keywords
Classification	Keyword
OFICIAL	Economics
OFICIAL	Engineering

Instance: 2023/2024 - 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	27	Syllabus since 2007/08	1	-	6	42	162

Teaching language

English

Objectives

It is expected to provide the students with an understanding of the role of operations, logistics, and supply chain management in the services sector/industry. In particular, to develop the skills necessary to design, plan and manage operations and logistics in the service sector, considering the maximization of operational efficiency and client satisfaction.

Learning outcomes and competences

At the end of this course, students should be able to:

• understand the role of operations and logistics in the global strategy of the company;
• design, plan, and manage operations and logistics in the service sector;
• balance correctly operational efficiency with the service level and client satisfaction;
• 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

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

Exposition of main concepts followed by pratical classes based on 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 delivery.

Calculation formula of final grade

Group assignment (30%) + Final Exam (70%)
Group assignments - graded from 0 to 20 (minimum mark 10)
Final exam - graded from 0 to 20 (minimum mark 7)

Examinations or Special Assignments

Internship work/project

Special assessment (TE, DA, ...)

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

Classification improvement

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

Observations