University of Hawaii at Hilo, College of Business and Economics
QBA 361
Production and Operations Management

Course Details

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 focus on preparing students for management opportunities in service firms.

The class will study service operations management from an integrated viewpoint with a focus on customer satisfaction. The material will integrate operations, marketing, strategy, information technology, and organizational issues. Beginning with the service encounter, service managers 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 success 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. For example, service firms are people-oriented because of the direct interaction with customers. Customers usually participate in the service process, often with direct and uncensored interactions with employees and facilities. The resulting variations in demand present a challenge to the operations manager to effectively use the perishable service capacity that results because production and consumption occur simultaneously. This simultaneity 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 manage a service operation. The strategic 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. Students are responsible for makeup work in the event of an absence. Please report planned absences in advance.

Makeup Policy

No makeup exams are given. To deal with illnesses or family emergencies which may arise, students will be allowed to miss or drop one exam during the semester. See the "Exams" section for more information.

Academic Dishonesty Policy

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

Open Door Policy

I have an open office door policy. I encourage students to come to my office with any questions or concerns or just to say "aloha". I am in my office from 9:00am - 4:00pm on most days unless I am teaching, in a meeting, or at the library. I do not mind if students stop by without an appointment during these hours. If my door is open, come on in.

Email

I check my email 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

Final Grades

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

Exams

Exams will consist of multiple choice questions and mathematical problems. There will be an in-class test review before each of the exams

Because emergencies come up and students may not be able to attend class during a test date, students will be graded on only 3 of the 4 regular exams given during the term. If students take all 4 exams, the lowest score will be dropped. All students are required to take the final exam.

Planned Schedule (subject to change)