Manning school of business poms 6030 061service management credits

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MANNING SCHOOL OF BUSINESS
POMS 6030 SERVICE MANAGEMENT
3 Credits
Fall SEMESTER 20120
GENERAL COURSE INFORMATION
Instructor: Dr. Yao Chen
Phone: 978-934-2764
Course Chat Schedule Weekly chats will beheld on Wednesday evenings from
8:00 - 9:00 pm. Chats are optional but recommended.
E-Mail Address: Please email me through this course website only. I will check and respond to email from this class in the evenings, usually around 9:00. If the opportunity arises, however, I may check my email at various other times throughout the day.

CATALOG DESCRIPTION This course is intended to provide students with the necessary tools and understanding to manage service operations. Service firms represent the fastest-growing sector of the economy. This course will focus on the various aspects involved in the management of service operations. The service operations are managed differently to their intangibility, time-sensitivity, high levels of customer involvement and lack of engineering standards. This course will explore topics such the measurement of productivity and quality, managing capacity and demand, management of waiting line, management of technology, and the most used service analytic tool
– Data envelopment Management.