Syllabus for MIS34059                                                                

Service Operations MANAGEMENT

M&IS 34059

Spring 2011

Instructor:          Dr. Alfred L. Guiffrida

Office:                 College of Business Administration, BSA A409

Telephone:          330.672.1160

E-mail:                aguiffri@kent.edu

Office Hours:     Tues 3:30 – 5:30; Wed 2:00 – 4:00; Thur 3:30 – 5:30 and by appointment

Course Objectives: The course is designed for undergraduate student in Operations Management, International Business, Information System and related fields. The objective of this course is to provide students with the concepts and tools necessary to effectively manage service operations and to prepare students for management opportunities in service firms that represent the fastest-growing sector of the economy. The service operations management will be presented from an integrated viewpoint focusing on service designing and service management. The course is organized as follows: 1) Preliminaries 2) Nature of services 3) Designing service enterprise 4) Managing service operations 5) Some quantitative models.

Textbook: Service Management Operations, Strategy, Information Technology, 6^th edition, by J.A. Fitzsimmons & M.J. Fitzsimmons, McGraw-Hill, 2008.

Prerequisites: M&IS 24056- Fundamental of Business Statistics. Students attending the course who do not have the proper prerequisite risk being deregistered from the class.

Grades will be determined as follows:

            In Class Problems and homework                                                      40%

            Case analysis (presentation and final report)                                      40%

            Final Exam (per University schedule)                                     20%

Grade scale:

A         92 and above

A-        91-90

B+       89-88

B         87-82

B-        81-80

C+       79-78

C         77-72

C-        71-70

D+       69-68

D         67-60

F          59 and below

Attendance:

Students are expected to read assignments in the textbook in advance and to attend class regularly.

Missed exams:

Students will be granted an excused absence for a scheduled exam only if they contact me in advance or as soon as possible afterward (no later than one week after the exam) and provide written documentation of the extenuating circumstances that necessitated absence from the exam.

Course Withdrawal Deadline

The course withdrawal deadline is Sunday, January 23, 2011. Withdrawal before the deadline results in a “W” on the official transcript; after the deadline a grade must be calculated and reported.

Enrollment and Official Registration

Students have responsibility to ensure they are properly enrolled in classes.  You are advised to review your official class schedule (using Web for Students) during the first two weeks of the semester to ensure you are properly enrolled in this class and section.  Should you find an error in your class schedule, you have until Sunday, March 20, 2011      to correct the error with your advising office.  If registration errors are not corrected by this date and you continue to attend and participate in classes for which you are not officially enrolled, you are advised now that you will not receive a grade at the conclusion of the semester for any class in which you are not properly registered.

POLICY ON ACADEMIC HONESTY

Academic honesty: Cheating means to misrepresent the source, nature, or other conditions of your academic work (e.g., tests, papers, projects, assignments) so as to get undeserved credit.   The use of the intellectual property of others without giving them appropriate credit is a serious academic offense.  It is the University's policy that cheating or plagiarism result in receiving a failing grade (0 points) for the work or course.  Repeat offenses may result in dismissal from the University.

STUDENTS WITH DISABILITIES

University policy 3342-3-18 requires that students with disabilities be provided reasonable accommodations to ensure their equal access equal access course content.  If you have documented disability and require accommodations, please contact the instructor at the beginning of the semester to make arrangements for necessary classroom adjustments.  Please note, you must first verify your eligibility for these through the Student Disability Services (contact 330-672-3391 or visit www.kent.edu/sds for more information on registration procedures).

Attention Seniors

To be included on syllabus for senior level classes:

It is your responsibility to apply for graduation before the set deadline. If you apply after the deadline you will be assessed a $200 late fee. Please see your academic advisor as soon as possible if you are uncertain as to your progress toward graduation.  The graduation application deadlines are follows:

Graduation Application Deadlines:

May Graduation: Apply before September 15^th

August Graduation: Apply before December 15^th

December Graduation: Apply before March 15^th

To apply for graduation complete the following steps:

1. Log onto your Flashline account
2. Click on the Student Tools tab
3. Look in the Graduation Planning Tool Box
4. Click on Application for Graduation

**If an error message appears, you must contact your advisor.

Tentative outline: Service Operations Management

Please note that it is a rough outline and may change due to time constraints.

Part 1: Preliminaries                                                                              

Review of basic statistics and probabilities                                                              

Part 2:  Understanding Service

Chapter 1, 2, 3

Part 3: Designing the service enterprise

Chapter 6, 7, 8, 9, 10

Part 4: Managing service operations

Chapter 11, 12, 16, 13, 15

As time and interest allow:

Part 5: Toward world-class service and Quantitative models for service management

Chapter 14, 17, 18