HTM*3120 - Service Operations Analysis

Course Description

This course presents an overview of strategic analysis of operations management in service industries. Tools and concepts are introduced for planning and evaluating initiatives to support service design, productivity, and delivery. Topics include benchmarking, layout, location, productivity, service design, forecasting, project management, and yield management while further developing spreadsheet skills in analytical contexts.

What You'll Learn

Upon successful completion of this course, you will be able to:

Knowledge and Understanding: Understand the role of Operations Management, and be able to identify a service operation through application of the characteristics of service;
Discipline/Professional and Transferable Skills: Develop a blueprint for a service operation and use it to make recommendations for improvements to the service encounter;
Discipline/Professional and Transferable Skills: Discuss the role of forecasting as a tactical measure of service operations analysis and use it to forecast demand;
Discipline/Professional and Transferable Skills: Utilize excel to calculate service quality metrics; and
Discipline/Professional and Transferable Skills: Analyze service quality metrics to make meaningful recommendations.

Additional Requirements

Pre-requisite(s): (ACCT*1220 or ACCT*2220), (1 of ECON*2740, PSYC*1010, STAT*2040, STAT*2060, STAT*2080)

Restriction(s): FARE*3310. Restricted to students in BCOMM.HTM, BCOMM.HTM:C, BCOMM.SPMT, BCOMM.SPMT:C; BCOMM.SPMT:O

If there are any concerns regarding missing prerequisites and/or restrictions, the Learner Success Advisor will contact you directly for further clarification after registration has been completed.

Note:

Additional Technical Requirements

This course will use the following:

Respondus tool to invigilate one or more exams.

Please view the Technical Considerations.

Technical Requirements

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*Course details are subject to change.