MPH_SOMA Service operations management

Ekonomicko-správní fakulta
jaro 2024
Rozsah
2/2/0. 6 kr. Ukončení: zk.
Vyučováno prezenčně.
Vyučující
Feybi Ariani Goni, Ph.D. (přednášející)
doc. Ing. Alena Klapalová, Ph.D. (přednášející)
doc. Ing. Radoslav Škapa, Ph.D. (přednášející)
Feybi Ariani Goni, Ph.D. (cvičící)
doc. Ing. Alena Klapalová, Ph.D. (cvičící)
doc. Ing. Radoslav Škapa, Ph.D. (cvičící)
Garance
doc. Ing. Radoslav Škapa, Ph.D.
Katedra podnikové ekonomiky a managementu – Ekonomicko-správní fakulta
Kontaktní osoba: Vlasta Radová
Dodavatelské pracoviště: Katedra podnikové ekonomiky a managementu – Ekonomicko-správní fakulta
Rozvrh
Út 8:00–9:50 S306, kromě Út 2. 4.
  • Rozvrh seminárních/paralelních skupin:
MPH_SOMA/01: Út 10:00–11:50 S306, kromě Út 2. 4., A. Klapalová, R. Škapa
Omezení zápisu do předmětu
Předmět je určen pouze studentům mateřských oborů.

Předmět si smí zapsat nejvýše 24 stud.
Momentální stav registrace a zápisu: zapsáno: 24/24, pouze zareg.: 0/24
Mateřské obory/plány
Cíle předmětu
The course develops business economics and management knowledge concerning the operations of service businesses and specifically IS/IT businesses. The aim is to introduce the interdependence of operational activities in the different business areas (understanding the links and means of coordination between these areas). A standalone objective is to train the application of selected management methods and tools.
Výstupy z učení
At the end of this course, students should be able to:
- interpret the role of operations in the process of value creation
- explain the linkages between the strategic, tactical and operational level of company management in the context of operations processes
- design simple production processes and apply the basic methods used in this field
- able to evaluate the alignment between the production process design and the corporate strategy
- explain the modern concepts and tools used by management in the production process that relates to the digital economy (Industry 4.0, Internet of things)
- compare quality management systems applied within companies and quality assurance mechanisms on a national and international scale
- illustrate how operations relate to other business functions
- be able to apply methods and techniques of quality management within production processes in services
- understand the character and nature of a quality management system based on ISO 9000
- know the economics of quality management and various models and measures of quality costs
Osnova
  • Service concept and service industry
  • Service quality
  • Service design
  • Designing customer experience
  • Designing service delivery
  • Sustainable service business models
  • Service capacity and layout
  • Demand forecasting and planning
  • Service supply relationships
Literatura
    povinná literatura
  • Hemmati, M., & Sajadieh, M.S. (Eds.). (2021). Influencing Customer Demand: An Operations Management Approach (1st ed.). CRC Press. https://www.taylorfrancis.com/books/edit/10.1201/9781003107446/influencing-customer-demand-mohsen-sajadieh-mahya-hemmati
  • FITZSIMMONS, James A., Mona J. FITZSIMMONS a Sanjeev BORDOLOI. Service management : operations, strategy, information technology. 8th ed. New York: McGraw-Hill/Irwin, 2014, xviii, 524. ISBN 9781259010651. info
    doporučená literatura
  • STICKDORN, Marc, HORMESS, Markus, LAWRENCE, Adam and SCHNEIDER, Jakob. (eds.) This Is Service Design Doing: Applying Service Design Thinking in the Real World. . Sebastapol, CA: O’Reilly Media, 2018. xxiii, 541. ISBN 9781491927182.
  • IVANOV, Dmitry, Alexander TSIPOULANIDIS a Jörn SCHÖNBERGER. Global Supply Chain and Operations Management: A Decision-Oriented Introduction to the Creation of Value. Springer, 2016, 445 s. info
    neurčeno
  • PENIN, Lara. An introduction to service design : designing the invisible. London: Bloomsbury Visual Arts, 2018, 342 stran. ISBN 9781472572585. info
Výukové metody
Teaching takes the form of lectures and exercises. Lectures - explanation in the form of discussion, the introduction of the main concepts and tools and examples of their application. Experts from practice provide part of the lectures.
In seminars, the students develop skills in applying service management methods and techniques to a specific problem.
Metody hodnocení
The course finished with a written exam (divided into the mid-term and final test). The minimum points required to pass the test is 60 per cent. Students can take the exam provided they prepared semester papers on a given topic - according to the information given by teachers at the beginning of the semester.

Any plagiarism in assignments during the semester, and copying, keeping a record of tests or carrying the tests out, using forbidden aids including any communication devices or any other breach of objectivity of the exam is regarded as a failure to meet the obligations of the course and as a serious breach of study regulations. As a consequence, the teacher grades the student with "F" or "N" and the dean is allowed to initiate a disciplinary action, which might lead to the termination of the studies.
Vyučovací jazyk
Angličtina
Informace učitele
Any copying, keeping a record of tests or carrying the tests out, using forbidden aids including any communication devices or any other breach of objectivity of the exam is regarded as a failure to meet the obligations of the subject and as a serious breach of study regulations. As a consequence, the teacher grades the student with "F" and the dean is allowed to initiate a disciplinary action, which might lead to the termination of the studies.. Information for Erasmus outgoing students: The best way is to study the same or a similar course at a foreign school, the completion of which will be recognised as equivalent after your return. Before departure (before completing the learning agreement) you need to send the course garantor information about the course (or several alternative courses) you propose as an equivalent - ideally e.g. a website with a description of the course, including the title, content, number of credits, evaluation format, etc. If such information is not on the website, the Erasmus coordinators of the foreign school or the teachers there can certainly provide it. An alternative is to study the course in a distance form: the study load associated with the seminar classes, which you will not attend, will be compensated by a seminar paper. The format of the exam itself remains the same.
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Studijní materiály
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Přednášky jsou dostupné online a ze záznamu.
Předmět je zařazen také v obdobích jaro 2025.
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