Service Operations

Faculteit Economie en Bedrijfskunde
Jaar 2018/19
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
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, touch the lives of people around the world every day. In the course Service Operations, first, we consider briefly several distinctive characteristics of services, service operations and the role of service experiences. We will continue discussing in the first module both strategic and operational issues pertaining to services, as, for instance service supply chain design, measuring performance of service systems, service system design issues digitalization and modular design, the use of ICT in service encounters, 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 hoor- en werkcolleges, practica
Toetsvorm opdracht(en), schriftelijk tentamen met open vragen
(Group assignment = Service research project)
Vaksoort master
Coördinator prof. dr. H. Broekhuis
Docent(en) prof. dr. H. Broekhuis ,dr. M.J. Land
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. For more information please contact Dr Manda Broekhuis:
Phone: +31(0)50 3637020. E-mail:
Secretary office Dui-631 Phone: +31(0)50 3637020
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