School of Engineering \ Industrial Engineering
Course Credit
ECTS Credit
Course Type
Instructional Language
Programs that can take the course
The role and nature of services. Service strategy. Data Envelopment Analysis. Multi criteria decision making. Goal Programming. Capacity and demand planning. Vehicle routing. Managing projects.
Textbook and / or References
1. J. A. Fitzsimmons, M.J. Fitzsimmons, Bordoloi S.K., Service Management Operations, Strategy, Information Technology. McGraw-Hill, 8th Edition, 2014 (Text Book).
2. C. Haksever, B. Render, R. S. Russell, R. G. Murdick. Service Management and Operations. Prentice Hall, 2nd Edition, 2000.
1. To prepare students in understanding the role of services in economy, their distinctive characteristics, nature and strategic importance; to highlight the differences and similarities between manufacturing and service organizations and their operations.
2. To familiarize students with the current global trends and issues through case studies.
3. To introduce students to the techniques and methods that can be instrumental for making service operations more effective and efficient.
4. Ability to and solve the problems in Data envelopment analysis in service productivity and performance measurement
5. Ability to and solve the problems in Capacity, demand and yield management
6. Ability to and solve the problems in multi-objective decision making
7. Ability to and solve the problems in Vehicle routing
8. Ability to express results written and orally
9. Ability to and solve the problems in Goal programming
10. Ability to and solve the problems in project management
11. Ability to familiarize students with sustainability goals and how to address them within optimization problems
Week 1: Service Strategy
Week 2: Service Strategy
Week 3: Data Envelopment Analysis
Week 4: Data Envelope Analysis
Week 5: Multi Criteria Decision Making
Week 6: Multi Criteria Decision Making
Week 7: Goal Programming
Week 8: Goal Programming
Week 9: Managing Capacity and Demand.
Week 10: Applications of Vehicle Routing
Week 11: Managing Projects
Week 12: Managing Projects
Tentative Assesment Methods
Midterm Exam 30 %
Lab Quizzes 15 %
Pop-up Quizzes 15 %
Final Exam 40 %
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Program Outcome
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Course Outcome
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C
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| 2 |
C
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A
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| 3 |
C
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A, B, C
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A, B
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A
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| 4 |
C
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A, B, C
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A, B
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C
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| 5 |
C
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A, B, C
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A, B
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C
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| 6 |
C
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A, B, C
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A, B
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C
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| 7 |
C
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A, B, C
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A, B
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C
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| 8 |
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B
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| 9 |
C
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A, B, C
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A, B
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C
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| 10 |
C
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A, B, C
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A, B
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C
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A
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| 11 |
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C
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