Service Operations Management
Decision Sciences and Engineering Systems;
Lally School of Management and Technology - DSES-6480

Description
The major focus of the course is oriented to the role of technology in the service sector and is organized in six parts:

1. Discusses the role of services in an economy
2. Managing services for competitive advantage
3. Structuring the service enterprise
4. Managing service operations
5. Service productivity, quality and growth
6. Concerns quantitative models with service operations

Prerequisites
No specific prerequisites are required.

Textbook(s)
Ordering Information

Format
Classes: 28 sessions
Homework: 2 cases (6-10 pages per case)
Project: 1 (approximately 20 pages)
Presentation: 1
Quiz: 1 (open book, open notes)

Grading
Homework: 20%
Project: 40%
Presentation: 5%
Quiz: 25%
Web: Discussion and Participation 10%

Computing
Email, PowerPoint, and World Wide Web access required for printing of course notes, use of WebCT and course communications.

Access to WebCT, Rensselaer's course management tool, is required. Please refer to this page for instructions on how to set up your computer for WebCT.

Who Should Enroll
This course may be used in your Plan of Study as follows:

Degree Programs
CSCI - elective with advisor pre-approval
CSYS - elective with advisor pre-approval
ELEC - elective with advisor pre-approval
EPOW - elective with advisor pre-approval
ESCI-MM - elective with advisor pre-approval
ESCI-MOT - elective with advisor pre-approval
ESCI-MSE - elective with advisor pre-approval
ITEC - elective with advisor pre-approval
MANE - elective with advisor pre-approval
MBA - elective
MGMT-MS - concentration course
QUAL - elective
SERV - required core course
TCOM - elective with advisor pre-approval

This course is also open to non-matriculated students who meet the prerequisites and may be used toward the Certificate in Service Systems.

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