Service Operations

Faculteit Economie en Bedrijfskunde
Jaar 2021/22
Vakcode EBM634A05
Vaknaam Service Operations
Niveau(s) master
Voertaal Engels
Periode semester I a
Rooster rooster

Uitgebreide vaknaam Service Operations
Leerdoelen Upon completion of the course the student is able to:
1.describe the main elements of a service system (a service process, chain or triad)
2.analyse and generate redesign options for service systems, their organization and management in order to increase the performance of a service system
3.apply knowledge on the design, organization and management of service systems in case examples
4.develop, execute, report on and present a small research project in a group
Omschrijving Services, such as food services, banking and insurance, non-profit services (education, (public) health), touch the lives of people around the world every day. Nowadays, digitalization and changing perspectives on consumer roles has changed the delivery and supply of service enormously, just think of multi-sided platforms and omni-channel delivery. This has also changed the relationship with suppliers, e.g. suppliers directly deliver their services to buyer’s end-customers. In the course Service Operations, first, we look at a few cases to identify together the most relevant management issues in this field. We will continue discussing management issues at both a strategic and operational levels, as, for instance managing service supply chains and triads, measuring performance of service systems, design issues as designing a service experience and modular design, managing waiting lines, revenue management, and capacity and demand management in services. The second module of the course, that is provided parallel to the first module, focuses on the application of the learned knowledge and skills in a small research project. The project consists of developing a research project to describe and explain how (descriptive) and why (explanation) a service system is designed and managed in a specific way. The research project needs to be executed in small groups. The research has to be reported on in different ways of reporting, e.g. a written report and/or a video.
Uren per week 4
Onderwijsvorm -gastcollege ,  -hoorcollege ,  -werkcollege
(Lecture, Tutorial)
Toetsvorm -groepsopdracht,  -schriftelijk tentamen (open vragen)
(Group assignment = Service research project)
Vaksoort master
Coördinator Dr. ir. T. Bortolotti
Docent(en) Dr. ir. T. Bortolotti ,prof. dr. H. Broekhuis ,Prof. Dr. M.E. Pullman
Verplichte literatuur
Titel Auteur ISBN Prijs
A set of scientific articles various
Presentation and discussion slides
Opmerkingen Students can only take this course in semester Ia
Secretary office 5411-0631 Phone: +31(0)50 3637020 E-mail:
Opgenomen in
Opleiding Jaar Periode Type
MSc BA - Health  (keuzevakken B MSc BA Health) 1 semester I a keuze
MSc Supply Chain Management/SCM  (basisprogramma MSc SCM) 1 semester I a keuzegroep
MSc Technology and Operations Management/TOM  (keuzevakken MSc TOM) 1 semester I a keuze