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BUS4 118S-02 - SERVICE SYSTEMS MANAGEMENT
Fall 2011
Monday 6:00-8:45pm BBC 103 Code 43181
Professor
Stephen K. Kwan
Service Science, Management Information Systems
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| Office: |
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BT 251 Telephone: (408) 924-3514 |
| URL: |
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http://www.cob.sjsu.edu/kwan_s |
| E-Mail: |
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stephen.kwan@sjsu.edu |
| Office Hours: |
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(on Campus) Monday 3:00-5:45pm or by appointment |
Course
Description: |
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The course is designed to introduce students to service systems (customer, service provider,
service experience) in a variety of enterprise and service industry settings.
The economics of service systems in the context of the firm, industry & sector, US and world economy will be
discussed. Students will learn about the management of service systems and their design, operations,
information technology, performance measurement, marketing, supply chain and quality assurance. |
Course
Objectives:
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- To study "breakthrough" services in order to
understand the operations of successful service firms that can be
benchmarks for future management practice.
- To develop an understanding of the "state of the art"
of service management thinking including service systems and the
service system worldview in order to develop a service mindset.
- To develop an awareness of the opportunities that information technology can have for enhancing service firms' competitiveness.
- To appreciate the organizational significance of
managing the service encounter to achieve internal and external
customer satisfaction.
- Understand new service development from both a product and process perspective.
- To gain an appreciation of the complexities associated with implementing change.
- To understand the dimensions of service growth and expansion both domestically and internationally.
- To appreciate the entrepreneurial opportunities in services.
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| Prerequisites: |
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BUS4 111, 112 and 110W
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Required
Texts: |
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[F] James A. Fitzsimmons and Mona J. Fitzsimmons, Service Management: Operations, Strategy, Information
Technology, 7th Edition, McGraw-Hill Irwin, 2008, ISBN: 978-0-07-340335-9 (with premium contents).
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Recommended
Reference: |
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Henry Chesbrough, Open
Service Innovation, Jossey-Bass, 2011,
ISBN: 978-0-470-90574-6. Available at
Amazon.com.
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James Teboul,
Service is Front Stage: Positioning Services for Value
Advantage, Palgrave MacMillan, 2006, ISBN:
13:978-0-230-00660-7. (available at
Amazon.com)
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| Haskett, J.L.,
W.E. Sasser, and L.A. Schlesinger, The Service Profit
Chain, The Fress Press, New York, 1997. (available AT
Amazon.com)
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Spohrer, J., Kwan,
S.K. "Service Science, Management, Engineering, and Design
(SSMED): Outline & References"
An annotated list of references available online at: http://www.cob.sjsu.edu/ssme/refmenu.htm |
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University
Rules and
Policies: |
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The students are responsible for adhering to all University and College rules for
adding classes, dropping classes, academic behavior
and conduct. Students are encouraged to talk, consult, work and learn
together on their assignments and projects. But each student is expected
to turn in his/her own independent work
when required.
From the Office of Student Conduct and Ethical Development: "Your own
commitment to learning, as evidenced by your enrollment at San José
State University, and the University’s Academic Integrity Policy
requires you to be honest in all your academic course work. Faculty
members are required to report all infractions to the Office of Student
Conduct and Ethical Development. The policy on academic integrity can
be found at http://sa.sjsu.edu/student_conduct."
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American with
Disability Act: |
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Campus policy in compliance with the Americans with Disabilities
Act: "If you need course adaptations or accommodations because of a
disability, or if you need special arrangements in case the building
must be evacuated, please make an appointment with me as soon as
possible, or see me during office hours. Presidential Directive 97-03
requires that students with disabilities requesting accommodations must
register with DRC to establish a record of their disability."
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Class
Procedures: |
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It is recommended that the required text in use be brought to class. In
addition to the texts, web-based materials and handouts will be supplied.
Class time will be devoted to demonstrations of problems, as well as lectures.
Questions in class are encouraged both to clarify and explore concepts
being presented. Written questions (on paper or by E-mail) are accepted
and the answers will be either in writing or discussed in class. Students
are expected to have prepared the assigned materials before coming to class.
They are expected to participate and contribute to the class discussions
(particularly, during assignment discussions). Office hours may also be
used to raise and explore questions of interest to students. Some class
time and office hours will be devoted to consultation with individuals
and the teams about their projects. In-class exams procedures are to be
announced. Materials covered in the exams are cumulative. All written assignments
to be turned in will be graded on correctness, contents, language and format.
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Homework
and
projects: |
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Take home assignments and projects will be given and be turned in
for grading. Some projects will be undertaken by teams of multiple persons.
Each member of the team will be evaluated by the instructor and other team
member as to his/her participation and contribution to the overall quality
and completion of the project. If a student's participation and/or contribution
to a project is deficient, the student will receive a project grade which
could be significantly less than other members of the team.
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Grading
Criteria: |
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(in percentage of course grade)
| Team
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| Written Case Analysis & Facilitate Discussion (1) | 15
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| Project | 30
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| Individual
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| Written Case Analysis (2) | 20
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| Mid Term Exam | 15
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| Final Exam | 15
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| Class Participation | 5
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| | 100
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Course
Outline: |
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Subject to change (indicated by  ). This page will be updated periodically throughout the semester.
Students are expected to read and prepare
the assigned chapters from the text before each class.
Some PowerPoint slides supplied with the text are enhanced with
additional notes and materials. These files will have names ending with
"SK". FYI items are marked as : [...] |
IntroSSME
