Gestão de Operações e Logística de Serviços

Código:

ESG0010

Sigla:

GOLS

Áreas Científicas
Classificação	Área Científica
OFICIAL	Economia
OFICIAL	Engenharia

Ocorrência: 2022/2023 - 2S

Ativa?	Sim
Unidade Responsável:	Departamento de Engenharia e Gestão Industrial
Curso/CE Responsável:	Mestrado em Engenharia de Serviços e Gestão

Ciclos de Estudo/Cursos

Sigla	Nº de Estudantes	Plano de Estudos	Anos Curriculares	Créditos UCN	Créditos ECTS	Horas de Contacto	Horas Totais
MESG	37	Plano de estudos oficial a partir de 2007/08	1	-	6	42	162

Língua de trabalho

Inglês

Objetivos

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.

Resultados de aprendizagem e competências

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.

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)

Provas e trabalhos especiais

Trabalho de estágio/projeto

Avaliação especial (TE, DA, ...)

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

Melhoria de classificação

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

Observações