Goals:
In this course, the differences and similarities between service and manufacturing organizations will be analyzed.  Specifically, the course examines how to identify hallmarks of superior service; manage capacity and demand for services, and improve service operations.

Features:
The special characteristics of services require an interdisciplinary approach to analyzing operations.  We draw on concepts from strategic management, management science and marketing to get insight into service characteristics.  Recent offerings have included:

• Case studies and reading that illustrate how to manage operations in restaurants, airlines, and hospitals.
• Student projects that require a service audit of an organization.
• Computer exercises on Queue Management

Job Titles that Involve Topics Studied:

• Customer Call Center Manager
• Consulting Associate

Faculty

Suresh Chand: Scheduling and production planning for multiperiod production inventory problems with varying demand forecasts.

Maqbool Dada: Inventory systems, pricing models, service systems, and international operations management.

Vinayak Deshpande: Supply Chain Coordination, Service Parts Management, and Contingency Logistics Systems.

Joice Hu: Assistant Professor of Management.

Ananth Iyer: Analysis of the impact of promotions on logistics systems in the grocery industry and analysis of the impact of competitors on operational management models.

Shrikant Panwalkar: Visiting Professor

Leroy B. Schwarz: Supply-Chain Management, Manufacturing, E-Enterprise, and Operations Strategy.

James Ward: Inventory-distribution system design, planar location models, and interactive computing.

Svenja Sommer: Assistant Professor of Management.

Courses

MGMT 460: Operations Management

MGMT 462: Supply Chain Design, Planning and Control

MGMT 490: Logistics: Concepts and Models

MGMT 560: Manufacturing Planning & Control

MGMT 561: Logistics

MGMT 562: Project Management

MGMT 564: Management of Service Operations

MGMT 590D: Strategic Sourcing and Procurement

MGMT 590Y: E-Commerce & Supply Chain

MGMT 661: Management of Operations Systems

MGMT 663: Analysis and Improvement of Processes in Service
                   and Manufacturing Operations

MGMT 667: International Operations Management

MGMT 669: Operations: Practice & Models

MGMT 690A: Doctoral Topics in OM I

MGMT 690B: Workshop in OM

MGMT 690C: Doctoral Topics in OM II