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Management Science (MGSC) 369
Service Operations Management (Revision 3)

Revision 3 closed, replaced by current version.

View previous syllabus.

Delivery mode: Individualized study online or
grouped study.**

Credits: 3 - Applied Studies

Prerequisite: MGSC 301 or MATH 215

Centre: School of Business

MGSC 369 has a Challenge for Credit option.

**Note: Students registering in grouped study, or grouped study international mode are advised that there may be some differences in the evaluation and course materials information indicated below. To obtain the most up-to-date information, contact the School of Business Call Centre at 1-800-468-6531.

Overview

MGSC 369 provides an introduction to the functional area of production and operations management as practiced in service organizations.

Outline

Lesson 1: Introduction to Service Operations Management

Lesson 2: Customers: The Focus of Service Management

Lesson 3: Service Management in the International Arena

Lesson 4: Service Strategy and Competitiveness

Lesson 5: Positioning and Marketing Services

Lesson 6: The Effect of Technology on Services and Their Management

Lesson 7: Design and Development of Service Delivery Systems

Lesson 8: Locating Facilities and Designing Layouts

Lesson 9: Managing Demand and Supply in Services

Lesson 10: Service Quality and Continuous Improvement

Lesson 11: Forecasting Demand for Services

Lesson 12: Service Inventory Systems

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Evaluation

To receive credit for this course, you must achieve a grade of at least “D” (50 percent) on each examination, and an overall course grade of at least “D” (50 percent). The weighting of the composite grade is as follows:

Assign 1 Assign 2 Assign 3 Assign 4 Mid-term Exam Final Exam Total
5% 10%X 10% 10% 35% 30% 100%

To learn more about assignments and examinations, please refer to Athabasca University's online Calendar.

Course Materials

Textbook

Haksever, C., Render, B., Russell, R. S., & Murdick, R. G. (2000). Service management and operations (2nd ed.). Upper Saddle River, NJ: Prentice-Hall, Inc.
ISBN 0-13-081338-9

Other materials

Students will access all other course materials online.

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