Credits: 6

Schedule: 31.10.2017 - 15.12.2017

Teacher in charge (valid 01.08.2018-31.07.2020): 

Ari Vepsäläinen

Teaching Period (valid 01.08.2018-31.07.2020): 

This course is not lectured anymore.

Learning Outcomes (valid 01.08.2018-31.07.2020): 

The objectives of the course include the development of a systems-based understanding of service systems, and the understanding of process analysis and productivity as they apply to both for-profit and non-profit organizations and to virtually any functional area or industry. The student learns how to match the needs of customer with appropriate service process and delivery channel.

Content (valid 01.08.2018-31.07.2020): 

This course opens up the operations and business structures of the emerging service economy via quantitative and qualitative models. It provides students with the tools, techniques and strategies necessary to improve operations performance in the service industries. The topics addressed will cut across the entire service sector although specific industries will be used to illustrate the important concepts. The topics covered include: role of customers in service processes, design of sustainable service models, service delivery channels and service classifications, matching demand and supply in services, service process improvement and quality management, service supply chains.

Assessment Methods and Criteria (valid 01.08.2018-31.07.2020): 

1. Lectures 28 h. 2. Cases and assignments (30%). 3. Exam (70%).

Workload (valid 01.08.2018-31.07.2020): 

Lectures 24h
Case assignments 40h
Individual studying 40h
Exam preparations 56h

Study Material (valid 01.08.2018-31.07.2020): 

Metters, King-Metters, Pullman & Walton (2006) Successful service operations management. ISBN 0324224370. Availability:*&limitTo=none&searchType=1&searchArg=35E00100&sk=en_FI

+ Lecture material and course reading package.

Course Homepage (valid 01.08.2018-31.07.2020):

Prerequisites (valid 01.08.2018-31.07.2020): 

Thorough knowledge in Tuotantotalous (35A00110), Tuotantotalouden perusteet (35A00310)  Operations Management (35A00210), or corresponding skills acquired elsewhere highly recommended.

Grading Scale (valid 01.08.2018-31.07.2020): 


Registration for Courses (valid 01.08.2018-31.07.2020): 

This course is not lectured anymore.

Further Information (valid 01.08.2018-31.07.2020):