Fall 2015  |  SCO 3051 Section 001: Service Management (22181)

Instructor(s)
Class Component:
Lecture
Credits:
2 Credits
Grading Basis:
A-F only
Instructor Consent:
No Special Consent Required
Instruction Mode:
In Person Term Based
Times and Locations:
First Half of Term
 
09/08/2015 - 10/26/2015
Tue, Thu 03:45PM - 05:25PM
UMTC, West Bank
Carlson School of Management 1-132
Also Offered:
Course Catalog Description:
Issues unique to managing service processes. Identifying service needs, designing services, and managing services. prereq: 3001
Class Description:
Each of us consumes services and cares about how they are delivered. Services generate nearly 80% of the U.S. GDP and provide billions of dollars in trade surplus. There is a continual need for new services, higher quality services, and more efficient services. In this course, we study many service industries - health care, retail, banking, professional services, and more. We tackle issues unique to managing service organizations. Identifying service needs, designing servicescapes, and managing queues, and - most importantly - managing the people who deliver and consume services. That is, we study the employees, the customers, how to manage them, and how to create the 'right' experience for each and every one. Most of our learning is from case study discussions, which we will have weekly. We also read current and classic articles that articulate the most necessary knowledge on service management.
Class Format:
25% Lecture
50% Discussion
25% Small Group Activities
Workload:
20 Pages Reading Per Week
1 Exam(s)
1 Special Project(s)
3 Homework Assignment(s)
Textbooks:
https://bookstores.umn.edu/course-lookup/22181/1159
Instructor Supplied Information Last Updated:
12 April 2012

ClassInfo Links - Fall 2015 Supply Chain and Operations Classes

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