Overview
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. The lessons include cases and examples from different service industries such as healthcare, hospitality, retail, communication, transportation, and banking.
Learning outcomes
After completing this course, students should be able to
- use key terms and concepts related to current service sector operations and apply Canadian examples.
- apply strategies used in service sector operations to various scenarios.
- explain the design and development process for new services.
- describe the goals of service operations in terms of user experience.
- apply the dimensions of service quality in service operations scenarios, including use of numeric methods.
- use numeric models and formulas to evaluate location considerations in service operations.
- describe strategies and methods used in globalization of services.
- apply methods for forecasting demand for services.
- analyze service supply relationships.
Evaluation
To receive credit for this course, you must submit both assignments, 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 | Weight | Complete by |
| Assignment 1 | 20% | After Lesson 6 |
| Assignment 2 | 20% | After Lesson 10 |
| Midterm Online Examination | 30% | After Lesson 6 |
| Final Online Examination | 30% | After Lesson 10 |
| Total | 100% | |
The midterm and final examinations for this course must be requested in advance and written under the supervision of an AU-approved exam invigilator. Invigilators include either ProctorU or an approved in-person invigilation centre that can accommodate online exams. Students are responsible for payment of any invigilation fees. Information on exam request deadlines, invigilators, and other exam-related questions, can be found at the Exams and grades section of the Calendar.
Materials
Digital course materials
Links to the following course materials will be made available in the course:
Bordoloi, S., Fitzsimmons, J., & Fitzsimmons, M. (2023). Service management: Operations, strategy, information technology (10th ed.). McGraw-Hill/Irwin. ISBN10: 1265431221| ISBN13: 9781265431228
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.
Evaluation
To receive creditfor the MGSC 369 challenge registration, you must achieve a grade of at least D (50 percent)on the examination.
Online Exam
Challenge for credit course registration form