Class Times: &nb= sp; Fall Semester 2005

Monday/Wednesday/Friday 11:00-11:50 am

&nbs= p; &= nbsp; &nbs= p; K 127

Instructor:&nb= sp; = Dr. Kimberly Furumo furumo@hawaii.edu

K-243, 97= 4-7672

&nbs= p;

Website: &= nbsp; http://www.cba.siu.edu/phdstudents/kfurumo/classes.htm

= ;

Office Hours: Mondays and Wednesdays: noon – 2:00 pm,

Tuesdays:= 11:00 am – 12:30 pm, or by appointment

Textbook: &nbs= p; &= nbsp; Fitzsimmons, James A., and M= ona J. Fitzsimmons, Service

Management: Operations, Strategy, a= nd Information Technology,

5^th Edition, Irwin/McGraw-H= ill, 2006

Final Exam: &= nbsp; Monday, December 12, 9:40-11:40 am

Course Description:

This course is intended to provide students with an understanding of the principles of operations management. Since service firms represent the fastest-growing sector of the economy, most of the course material will foc= us on preparing students for management opportunities in service firms.

The class will study ser= vice operations management from an integrated viewpoint with a focus on customer satisfaction. The material wi= ll integrate operations, marketing, strategy, information technology, and organizational issues. Beginning with the service encounter, service manage= rs must blend marketing, technology, people, and information to achieve a distinctive competitive advantage. Outstanding service organizations are managed differently than their "merely good" competitors. Actions are based on totally different assumptions about the way suc= cess is achieved. The results show= not only in terms of conventional measures of performance, but also in the enthusiasm of the employees and quality of customer satisfaction.

Service firms have unique characteristics that challenge managers.&n= bsp; For example, service firms are people-oriented because of the direct interaction with customers. Customers usually participate in the service process, often with dir= ect and uncensored interactions with employees and facilities. The resulting variations in demand= present a challenge to the operations manager to effectively use the perishable ser= vice capacity that results because production and consumption occur simultaneously. This simultan= eity means that it is impossible to inventory services.

The intent of the course= is to provide students with the concepts and tools necessary to effectively manag= e a service operation. The strate= gic focus should also provide entrepreneurially-inclined students with the foundation to open their own service businesses.

The topics are organized= around three modules: (1) Understanding Services, (2) Designing the Service Enterprise, and (3) Managing Service Operations.

Course Policies and Expectations:

Class Attendance and Preparation= Expectation – Students are expected to attend classes and be prepared. Students are expected to show= up on time and stay for the entire class.&n= bsp; Students are responsible for makeup work in the event of an absence. Please report p= lanned absences in advance.

Makeup Policy – Studen= ts will be able to make up missed exams and quizzes if the absence is excused. Excused absences include death of an immediate family member (parent, child, sibling, grandparent, cousin, aunt/uncle), required military service, required court dates, or severe illness. All excused absences must be documented and approved. Whenever possible, exams and quizzes should be taken in advance of the class. If a student cannot take the = exam by the time it is graded and distributed back to the class, an alterna= tive exam will be given to the student.

Academic Dishonesty Policy - Academic dishonesty includes representing the work of another as one’s own or cheating by any means. Academic dishonesty also incl= udes aiding, abetting, concealing, or attempting such activity. The usual penalty is an F in = the course and disciplinary activity by the University.

Grade Appeals Policy –= It is the students’ responsibility to keep all graded materials that h= ave been returned. Grades will be assumed to be accurate unless you can prove otherwise. Any student wishing to appeal= a grade must submit a written appeal indicating the specific section the student is requesting a re-grade of and a complete explanation (ration= ale) of why the student feels they deserve a different grade.

Open Door Policy – I h= ave an open office door policy. I encourage students to come to my office with any questions or concerns= or just to say hi. I am in = my office from 9:00am – 4:00pm on most days unless I am teaching, i= n a meeting, or at the library. I do not mind if students stop by without an appointment during these hours. If my doors open,= come on in.

Email – I check my ema= il everyday (including weekends). If you need to contact me this is often times the best way to do so. I try to respond to = email very quickly.

Course Grading:

· Exam 1 = (Ch’s 1 – 7) &= nbsp; 10= 0

· Exam 2 = (Ch’s 8 – 12) = 100

· Final Exam (Ch’s 13 – 16) &= nbsp; 100

· Pop Quizzes related to cases 100

and Cla= ssroom participation = &nb= sp; =

· Group Project &n= bsp; = ; 100

&n= bsp; = ; &= nbsp; Total 500

Final Grades:=

Final grades will be computed in the following manner.= This grading scale is firm!= !

A &= nbsp; 90% - 100% 450 – 500 points

B = 80% - 89% 400 – 449 = points

C = 70% - 79% 350 – 399 points

D = 60% - 69% 300 – 349 points

= F = < 60% = < 300 points

Group Project= :

Students will complete a Walk-through-Audit (WtA) project which involves selection of a service, preparation of an audit questionnaire used by management to evaluate the service, and completion of the audit. Steps involved include:

Exams and Qui= zzes:

Exams will consist of multiple choice questions and mathematical problems. There = will be an in-class test review before each of the exams. The final exam is not cumulative.<= /p>

Quizzes are designed to make sure that students have r= ead the cases before they will be discussed in class. Quiz questions will consist of mul= tiple choice and short answer.

Tentative Tes= t Dates:

Wednesday, September 28, 2005

Wednesday, November 9, 2005

Monday, December 12, 2005

Planned Sched= ule (subject to change): = ;

Week	Dates	Chapters	Cases
1	Aug 22 – 26	1
2	Aug 29 – Sept 2	2 & 3	America West
3	Sept 5 – 9	4	100 Yen Sushi House=
4	Sept 12 - 16	5	7-Eleven Japan
5	Sept 19 – 23	6	Clean Sweep <= /span>
6	Sept 26 – 30	7	Enterpr= ise Rent
7	Oct 3 – 7	8	Central Market
8	Oct 10 – 14	9	Athol Furniture
9	Oct 17 – 21	10	Wh= ittier County Hospital
10	Oct 24 – 28	11	Oak Hollow Evaluation Clinic
11	Oct 31 – Nov 4	12	Gateway International
12	Nov 7 – 11	13
13	Nov 14 – 18	14
14	Nov 21 - 25
15	Nov 28 – Dec 2	15	Peapod
16	Dec 5 – 9	16
Final Exam	Dec 12