Services Management Simon Business School - KBV

Services Management

Virtually every business industry utilizes some aspect of service management as it strives to acquire and retain satisfied customers. This Certificate provides a foundation for the analysis and improvement of businesses, with direct emphasis on the service sector. This holistic approach to service management recognizes the importance of processes, information and technology, and the related managerial implications that ultimately impact improved performance.

Three foundational courses

• MSM 401. Statistics Preparatory Course

  The Statistics Preparatory Course includes knowledge of probability basics, graphical display of statistical data, and probability distributions including the normal distribution.

• OMG 402. Operations Management

  Operations Management introduces the concepts and skills needed to design, manage and improve service and manufacturing operations. The course develops a managerial perspective of the operations function and an appreciation of the role that operations plays in creating and maintaining a firms competitive edge. The course introduces process analysis, performance measurement systems for operations and production control systems.

• OMG 412. Service Management

  Success of service management critically depends on managing the integration of business processes with customers as well as all related support systems (technology, human resources, information flow). This integration presents a challenge to service managers who need to address significant variation in customer expectations and requirements while controlling costs and remaining competitive. This course provides a foundation for the analysis and improvement of businesses, paying particular attention to the service sector. The type of analysis learned in this course is required in virtually every industry as companies work to improve their bottom-line performance. The best way to improve performance is through a holistic approach, where the structure of processes, information and technological requirements, and the managerial implications are considered concurrently. The methodologies developed in this course will provide a framework for analysis that will remain constant amidst the many different types of services analyzed. Please note that this course is case intensive.

Advanced courses (select three)

• OMG 411. Supply Chain Management

  This course gives an overview of supply chain management in a wide variety of industries such as: groceries, style goods, consumer electronics and services. The impact of shifts from traditional channels to e-commerce will be emphasized. New initiatives introduced to address these new challenges, such as: vendor managed inventory (VMI), variety postponement, cross docking, real options contracts and quick response, will be studied and applied both in class and assignments. Supporting software, such as Enterprise Resource Planning (ERP) and supply chain tools, will also be discussed. After completing this course, the student should be able to characterize the supply chain issues in an industry/firm, and evaluate current practice as well as identify improvement opportunities.

• OMG 413. International Manufacturing and Service Strategy

  Operations strategy describes how a firms long-term operations decisions affect its ability to compete. Areas of critical importance to firms often include: location and distribution policy; management and global networks; outsourcing and vertical integration decisions; coordination of operations with other functions such as finance; accounting and finance, technology acquisition and new product development. Special emphasis is placed on the impact of international issues on operations strategy. A variety of cases is used to demonstrate applications.

• OMG 415. Process Improvement

  This course will teach a systematic method for understanding and improving ongoing business processes. The techniques you learn in this class provide a systematic method of asking questions, collecting data, and analyzing that data to learn how processes work (or are failing) and what one can change to improve them. The statistical techniques students will learn are SPC (Statistical Process Control, used as a proactive tool for investigation rather than its traditional role as a reactive tool), MSA (Measurement Systems Analysis, for determining if your measurement system is capable), FMEA (Failure Modes and Effects Analysis), and DOE (Design of Experiments). In addition to these analysis tools, there will be a strong emphasis on the process of data acquisition. To support the process of acquiring the right data and learning the analysis tools, you will do a small (outside) project for the class and a series of in-class simulations. Students will learn to use two additional tools that support the questioning that leads to good data acquisition: process mapping (of the process you will be improving) and thought process mapping (of the process you use to solve the clients problem).

• OMG 437. Managing Health Care Operations

  The health care industry is undergoing rapid growth as well as rapid structural changes. New technology, changing reimbursement mechanisms, and increased competition create many interesting management problems, not in the least in the area of health care operations. In this course, we will study the operations of various types of health care provider organizations (such as hospitals, HMOs, group practices, nursing homes, etc.) and other participants in the industry (such as insurance companies, pharmaceutical companies, suppliers and consulting companies). Topics that will be studied include: patient and provider scheduling, capacity management, providing services and supplies to health care providers, new product development and integrated delivery systems.

source: http://www.simon.rochester.edu/other/

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