First cycle
degree courses
Second cycle
degree courses
Single cycle
degree courses
School of Engineering
Course unit
INM0018838, A.A. 2017/18

Information concerning the students who enrolled in A.Y. 2017/18

Information on the course unit
Degree course Second cycle degree in
IN0522, Degree course structure A.Y. 2008/09, A.Y. 2017/18
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Number of ECTS credits allocated 6.0
Type of assessment Mark
Course unit English denomination SERVICE OPERATIONS MANAGEMENT
Department of reference Department of Management and Engineering
E-Learning website
Mandatory attendance No
Language of instruction English
Single Course unit The Course unit can be attended under the option Single Course unit attendance
Optional Course unit The Course unit can be chosen as Optional Course unit

Teacher in charge ANDREA VINELLI ING-IND/35

ECTS: details
Type Scientific-Disciplinary Sector Credits allocated
Core courses ING-IND/35 Engineering and Management 6.0

Mode of delivery (when and how)
Period First semester
Year 1st Year
Teaching method frontal

Organisation of didactics
Type of hours Credits Hours of
Hours of
Individual study
Lecture 6.0 48 102.0 No turn

Start of activities 25/09/2017
End of activities 19/01/2018

Examination board
Board From To Members of the board
8 2017 01/10/2017 15/03/2019 VINELLI ANDREA (Presidente)
SCARSO ENRICO (Membro Effettivo)
7 2016 01/10/2016 15/03/2018 VINELLI ANDREA (Presidente)
SCARSO ENRICO (Membro Effettivo)

Prerequisites: No one
Target skills and knowledge: The class is about the management of operations in service organisations. Objective is to help students to build competences to understand and manage service operations to improve service performance.
The class examines the operations decisions to manage resources and deliver service to customers. Through case study discussions, the class provides tools, frameworks and techniques for operational analysis and improvement within service management.
Examination methods: Written examinations and oral examinations (elective).
Assessment criteria: Students' evaluation will be based on: understanding of concepts and methodologies taught in class; capacity and competences of applying them in different contexts; analysis and discussion of case studies.
Course unit contents: Service Operations Management: different types of service processes and challenges within service management. The service concept. Focused and unfocused service operations.Customer and supplier relationship. Customer segmentation and retention. Service quality: defining expectations and service quality factors. Customer satisfaction. Engineering service processes and the customer experience. Service people: mananing and motivating service providers. Resource utilisation: capacity management. How network technology and information are transforming services. Special seminars on specific industries: for example, health care, banking, insurance.
Planned learning activities and teaching methods: Lessons. Presentations with analysis and discussion of case studies by student-teams.
Special sessions on innovative issues by managers, executives and consultants.
Additional notes about suggested reading: Beyond text book, class will take full advantage of Moodle, a web device where students could find and download presentations of case studies and special sessions.
Textbooks (and optional supplementary readings)
  • Robert Johnston, Graham Clark and Micheal Shulver, Service Operations Management. Harlow, Essex, UK: Pearson Education Limited, 2012. 4th edition Cerca nel catalogo