SERVICE OPERATIONS MANAGEMENT

Prerequisites & course information

Requisites: OTM 300 Repeatable for Credit: No Last Taught: Fall 2026 Learning Outcomes: 1. Utilize qualitative frameworks and quantitative tools to explain the tradeoffs involved in achieving a timely, high-quality, profitable service operations. Audience: Undergraduate 2. Describe the function and importance of each element in the design of a service utilizing the Service Design Framework: Service Act, Strategic Priorities, Delivery System, Funding Mechanism. Audience: Undergraduate 3. Evaluate service strategies and delivery systems in real companies utilizing the Service Design Framework, including identification of the service strategy being applied and explaining how facets of the service delivery system support or weaken this strategy. Audience: Undergraduate 4. Recognize how to manage variability and uncertainty in delivery systems through appropriate capacity planning, queue design, and revenue management. Audience: Undergraduate Learning Outcomes: 1. Utilize qualitative frameworks and quantitative tools to explain the tradeoffs involved in achieving a timely, high-quality, profitable service operations. Audience: Undergraduate 2. Describe the function and importance of each element in the design of a service utilizing the Service Design Framework: Service Act, Strategic Priorities, Delivery System, Funding Mechanism. Audience: Undergraduate 3. Evaluate service strategies and delivery systems in real companies utilizing the Service Design Framework, including identification of the service strategy being applied and explaining how facets of the service delivery system support or weaken this strategy. Audience: Undergraduate 4. Recognize how to manage variability and uncertainty in delivery systems through appropriate capacity planning, queue design, and revenue management. Audience: Undergraduate