Management Science (MGSC) 369

Service Operations Management (Revision 6)

MGSC 369 course cover

Revision 6 is closed for registrations, see current revision

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Delivery Mode: Individualized study online

Credits: 3

Area of Study: Applied Studies
(Business and Administrative Studies)

Prerequisite: MGSC 301 or equivalent. Students should also be familiar with basic algebra. Neither calculus nor business math is required, but students with courses in either of these subjects will find this knowledge useful. In special cases, students may obtain the course coordinator’s permission to take the course without these prerequisites.

Centre: Faculty of Business

MGSC 369 has a Challenge for Credit option.

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**Note: Students registering in grouped study mode are advised that there may be some differences in the evaluation and course materials information indicated below. To obtain the most up-to-date information, contact the Faculty of Business Student Support Centre at 1-800-468-6531.


Welcome to Management Science 369: Service Operations Management. This senior level, three–credit course will introduce you to the skills associated with the functional area of production and operations management, as they are practiced in service organizations.


  • Lesson 1: The Service Economy
  • Lesson 2: Service Strategy
  • Lesson 3: New Service Development
  • Lesson 4: The Service Encounter
  • Lesson 5: Service Quality
  • Lesson 6: Service Facility Location
  • Lesson 7: Managing Capacity and Demand
  • Lesson 8: Globalization of Services
  • Lesson 9: Forecasting Demand for Services
  • Lesson 10: Service Supply Relationships


To receive credit for this course, you must achieve a grade of at least 50 percent on each examination, and an overall course grade of at least D (50 percent).

The following chart summarizes the evaluation scheme for this course.

Activity Credit Weight When to Complete
Assignment 1 10% After Lesson 3
Assignment 2 10% After Lesson 5
Assignment 3A 6.5% After Lesson 8
Assignment 3B 3.5% After Lesson 8
Assignment 4A 6% After Lesson 10
Assignment 4B 4% After Lesson 10
Midterm Examination 30% After Lesson 5
Final Examination 30% After Lesson 10
Total 100%  

To learn more about assignments and examinations, please refer to Athabasca University's online Calendar.

Course Materials


Fitzsimmons. J. A., Fitzsimmons, M. J., & Bordoloi, S. (2013). Service management: Operations, strategy, information technology (8th ed.). New York: McGraw-Hill/Irwin. (ISBN: 978-0-0784120-1)

Other Resources

All other learning resources will be available online.

Challenge for Credit Overview

The Challenge for Credit process allows you to demonstrate that you have acquired a command of the general subject matter, knowledge, intellectual and/or other skills that would normally be found in a university-level course.

Full information about Challenge for Credit can be found in the Undergraduate Calendar.

Challenge Evaluation

To receive credit for the MGSC 369 challenge registration, you must achieve a grade of at least D (50 percent) on the examination.

Online Exam

Undergraduate Challenge for Credit Course Registration Form

Athabasca University reserves the right to amend course outlines occasionally and without notice. Courses offered by other delivery methods may vary from their individualized-study counterparts.

Opened in Revision 6, July 13, 2016.

View previous syllabus