Course Code and Name: SEEM3630 Service Management

Course Objectives:

Overview of the operations functions of service organizations. Examination of methods for designing and operating service delivery systems in the health care, financial, hospitality, telecommunication, and logistics industry. Discussion on service strategy, services for individual and corporate customers, service technologies, process and facility design, management of waiting lines, demand forecasting, demand and supply management, service quality, staffing and scheduling.

Course Outcomes:


1.        Able to analyze a service organization in a structural way (such as the nature of its service(s), the challenges and major tradeoffs pertinent to its nature, etc.).

2.        Competent to identify new service product opportunities

3.        Able to analyze the effectiveness of an existing system by applying analytical skills that students have learnt in earlier courses

4.        Able to identify options and then analyze them in decision making of service operation.

5.        Able to formulate a problem setting into a mathematical model, know how to solve it and understand the underlying assumptions and therefore its limitations and applicability.

6.        Understanding of major issues in service operations management and grasp of major concepts in revenue management.



Programme Outcomes:

(P1)    The ability to apply knowledge of mathematics, science, and engineering appropriate to the degree discipline (K/S)

(P2)    The ability to design and conduct experiments, as well as to analyze and interpret data (K/S)

(P3)    The ability to design a system, component, or process to meet desired needs within realistic constraints, such as economic, environmental, social, political, ethical, health and safety, manufacturability and sustainability (K/S)

(P4)    The ability to function in multi-disciplinary teams (S/V)

(P5)    The ability to identify, formulate, and solve engineering problems (K/S)

(P6)    The understanding of professional and ethical responsibility (V)

(P7)    The ability to communicate effectively (S)

(P8)    The ability to understand the impact of engineering solutions in a global and societal context, especially the importance of health, safety and environmental considerations to both workers and the general public (V)

(P9)    The ability to recognize the need for, and to engage in life-long learning (V)

(P10) The ability to stay abreast of contemporary issues (S/V)

(P11) The ability to use the techniques, skills, and modern engineering tools necessary for engineering practice appropriate to the degree discipline (K/S)

(P12) The ability to use the computer/IT tools relevant to the discipline along with an understanding of their processes and limitations (K/S/V)

(P13) The ability to apply the skills relevant to the discipline of operations research and information technology and their applications in engineering and managerial decision making, especially in financial services, logistics and supply chain management, business information systems, and service engineering and management (K/S)


K = Knowledge outcomes

S = Skills outcomes

V = Values and attitude outcomes

Weights (in %):






























Course Outcome(s) is/are measurable or not: Yes / Yes (Partial) / No (Please choose). If Yes, please suggest ways to measure:

This course contributes to

(P1) by exposing students to topics/cases/games through which they can apply the quantitative skills that they learnt earlier into practical situations. It can be measured by 20%.

(P3) by teaching elements (such as processes, layout, configuration, etc.) of it and giving students practice in applying them. It can be measured by 15%.

(P4) by asking students to learn by themselves (through home work) and forming groups in projects. It can be measured by 5%.

(P5) by exposing students to different business problem settings so that they can formulate those problems into certain models that can solve using the method that they learnt earlier in the program. It can be measured by 25%.

(P9) by giving students practice in learning independently. It could be measured by 10%.

(P13) by creating opportunities for students to apply the skills that they have acquired in Operations Research in managerial decision making in service operations management. This is done through case studies, assignments, game playing and final examination. It can be measured by 25%.