Gestão de Operações e Logística de Serviços
Áreas Científicas |
Classificação |
Área Científica |
OFICIAL |
Economia |
OFICIAL |
Engenharia |
Ocorrência: 2019/2020 - 2S
Ciclos de Estudo/Cursos
Língua de trabalho
Inglês
Objetivos
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.
Resultados de aprendizagem e competências
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.
Modo de trabalho
Presencial
Programa
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
Bibliografia Obrigatória
Johnston, Robert;
Service operations management. ISBN: 0-273-68367-5
Bibliografia Complementar
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
Métodos de ensino e atividades de aprendizagem
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.
Palavras Chave
Ciências Sociais > Economia > Estudos de gestão > Gestão da produção
Ciências Tecnológicas > Engenharia > Engenharia industrial
Tipo de avaliação
Avaliação distribuída com exame final
Componentes de Avaliação
Designação |
Peso (%) |
Exame |
70,00 |
Trabalho de campo |
30,00 |
Total: |
100,00 |
Componentes de Ocupação
Designação |
Tempo (Horas) |
Elaboração de projeto |
28,00 |
Estudo autónomo |
28,00 |
Frequência das aulas |
56,00 |
Trabalho de campo |
20,00 |
Total: |
132,00 |
Obtenção de frequência
Do not exced legal limit of absences. Case study resolution and group Assignment delivery.
Fórmula de cálculo da classificação final
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)
Avaliação especial (TE, DA, ...)
Single case study resolution (individual work) (30%) + Special Exam (70%)
Melhoria de classificação
Students can only improve the final exame, and it does not apply to the continuous evaluation part.