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1. COURSE OBJECTIVES
This course is to explore at an introductory level the two sides of service operations: 1) the traditional domain of operations management, focused on efficiency, efficacy, and productivity; and 2) the nascent field of Design Thinking, centered in human needs, beauty, and empathy.
This course explores how leaders design and manage service models, and systems to manage employees and customers, with the goal to consistently deliver exceptional and profitable services. Through recent and relevant literature, case studies from a variety of industries, and the sharing of direct professional experiences in a community of learning, students will gain practical insights that can be readily applied in the workplace. A key theme of the course is balancing acquisition and application of knowledge. Every session is designed to provide plenty of practical examples of concepts and ideas, drawn from case studies and instructor’s professional experiences.
2. COURSE CONTENTS
No.
Content
Time Allocation according to 87/HD-ĐHNT-ĐBCL
Contribution to CLO
Hour(s) on the class
Essay, exercice, project
(3)
Self-Studying
(4)
Lecture (1)
Practice, Discuss
(2)
Module 1: Service management
1
Chapter 1: Introduction to Service management
3
-
1.5
7.5
1,2,3,4,5
2
Chapter 2: Developing and using the service concept
2
1
1
6
1,2,3,4,5
3
Chapter 3: Service processes and culture
2
1
1.5
10.5
1,2,3,4,5
4
Chapter 4: Managing supply networks and supplier relationships
3
-
1.5
4.5
1,2,3,4,5
5
Chapter 5: Designing the service enterprise
2
1
1
4.5
1,2,3,4,5
6
Mid-term Test
-
3
1
1.5
1,2,3,4,5
7
Chapter 6: Service strategy
3
-
1.5
6
1,2,3,4,5,7,8,9,10
8
Chapter 7: Managing service operations
3
-
1.5
10.5
4,5,7,8,9,10
9
Chapter 8: Measuring, controlling and managing
2
1
1
4.5
4,5,7,8,9,10
10
Chapter 9: Quantitative models for service management
2
1
1
4.5
4,5,7,8,9,10
Module 2: Customer service skills
11
Chapter 1: The customer service profession
3
1
1
4.5
1,2,3,4,5
12, 13
Chapter 2: Skills for success
5
1
1
1.5
1,2,3,4,5
14
Chapter 3: Customer service and behaviour
2
1
1.5
4.5
1,2,3,4,5
15
Chapter 4: Managing customer expectations and perceptions
2
1
1
1.5
1,2,3,4,5
16
Chapter 5: Customer service in a diverse world
2
1
1.5
4.5
1,2,3,4,5
17
Chapter 6: Encouraging customer loyalty
2
1
1
1.5
4,5,7,8,9,10
18
Chapter 7: Managing supply networks and supplier relationships
2
1
1.5
4.5
4,5,7,8,9,10
19
Group presentation
-
3
1.5
1.5
4,5,7,8,9,10
40
15
22.5
84
Practice in Citimart
20
Session 1: The importance of customer behavior, effective communication in hotel industry
1
1
5.25
7
1,2,3,4,5,6,7,8,9,10
21
Session 2: Classifying customer, customer’s demand and expectation in hotel industry
1
2
5.25
7
1,2,3,4,5,6,7,8,9,10
22
Session 3: Perfect service and its effect on hotel industry
1
2
5.25
7
1,2,3,4,5,6,7,8,9,10
23
Session 4: Meeting customer demand and solving problem
1
2
5.25
7
1,2,3,4,5,6,7,8,9,10
24
Session 5: Dealing with customer complaint
1
2
5.25
7
1,2,3,4,5,6,7,8,9,10
25
Session 6: Porfolio and Presentation
-
-
5.25
8
1,2,3,4,5,6,7,8,9,10
5
9
31.5
43
Total
45
24
54
127
3. COURSE ASSESSMENT
- Score ladder: 10
- Type of assessment
Form
Content
Criteria
CLO
Option 1
Option 2
Option 3
Formative
Attendance
The number of attendances and participation in lesson
14
10%
10%
10%
Mid-term Assignment 1: Quiz
Chapter 1, 2, 3, 4
Quick test, 30 minutes
1, 2, 3, 4
15%
15%
Mid-term Assignment 1: Report
Individual Case Report
1, 2, 3, 4, 5, 6, 7, 8, 9, 10
15%
15%
Mid-term Assignment 2
Group presentation
1, 2, 3, 4, 5, 6, 7, 8, 9, 10
15%
15%
Summative
Final test
Chapter 1, 2, 3, 4, 5, 6, 7, 8, 9, 10
MCQ + writing (60 - 90 mins)
1, 2, 3, 4, 5
60%
60%
Assignment_3: Group Written Report & Presentation (in case no final exam)
1, 2, 3, 4, 5, 6, 7, 8, 9, 10
60%
Total:
100%
100%
100%