ISM 270: Service Engineering and Management

ISM/UNEX 270 is a graduate level course in the emerging field of Service Engineering. We cover both traditional service enterprise management issues, such as process quality control and facility location optimization, as well as recent technological developments such as web programming that are reshaping the landscape of service industries. Executives must design service delivery strategies that maximize performance in both the physical marketplace and the virtual marketplace.  This class will provide students with the quantitative tools needed to succeed in this competitive arena.

Includes lectures, case studies, guest speakers from industry, labs and homeworks, and a choice of final projects.

 

Analytical Methods

 

• Linear Programming

 

• Data Envelopment Analysis

 

• Statistics for Forecasting

 

• Capacity Management and Queueing Theory

 

• Project Management Under Uncertainty

 

• Theory of Service Supply Chains

 

Programming Tools

 

• SAS Enterprise Miner

 

• Spreadsheet Programming

 

• Optimization Solvers

 

• Web Programming in a Browser

 

• Littlefield Team-Based Management Simulation

Details

6pm – 9pm, Thursday evenings

Winter Quarter 2007, January 10 – March 13

UCSC/Silicon Valley Center, Mountain View, CA

(Building 19 of NASA Ames campus, Moffett Field)

Course Fee through University Extension:  $950

Additional fee for software simulation exercise to be announced (~$20 per student)

Enrollment through University Extension

Or

Enrollment as UCSC graduate student

Format:  Ten weeks, meeting once per week for three hours.  A typical class will involve one hour of lecture, an hour of lecture and discussion led by an industry practitioner, and an hour of lab exercises.  

Prerequisites:  Analytical undergraduate degree (engineering, science, mathematics, economics)

Course Materials: 

Instructor

Kevin Ross

Assistant Professor

Graduate Director of the Technology and Information Management Program

Baskin School of Engineering, UCSC

Phone:  (831) 459-1878

Email:  kross@soe.ucsc.edu

Web Page:  http://www.soe.ucsc.edu/~kross/

Class Recordings online: https://media4.ucsc.edu/webcast/courses.php?course=ism270&year=2008&quarter=Winter

Teaching Assistant: Geoffrey Ryder gryder@gmail.com

Note: Powerpoint slides for past lecture linked to class number.

 Course Outline (subject to change)

Class

Date

Corresponding

Text Chapters

Topic

Lab Activity

Guest Speaker

Assessment

Files

1

Jan 10

1, 2

The nature of service enterprises

Data envelopment analysis of service productivity using linear programming

 

 

Homework 1

Cheat Sheet 1

Cheat Sheet 2

Excel File

2

Jan 17

3, 4

Strategy for new service development

Web programming:  access the Google Maps API using JavaScript to display data for a service facility location problem

Paul Maglio

Senior Manager, Service Systems Research

IBM Research

 

Homework 2

index.php

stations.txt

3

Jan 24

5

Technology in services

 

Charles Ng

Homework 1 due

 

 

4

Jan 31

6,7, 8, 9

Quality in service encounters

 

Frank Tung

 

Homework 2 due

 

Homework 3

Part 2

5

Feb 7

10

Project Management

Enterprise Miner statistics tool lab

 

Project Assigned

Project

6

Feb 14

11

Forecasting demand

Web Services overview and Tutorial

Max Maximilien

 

Homework 3 due

 

Homework 4

7

Feb 21

12, 13, 14

Managing service capacity

Apply principles from queueing theory to service capacity planning problems.

Vijay Mehrotra

 

Project Proposal Due

 

8

Feb 28

15, 16

 

Supply chains in services

 

Christoph Heitz

Homework 4 due

Homework 5

9

Mar 6

Littlefield Technologies

Service Management Game Challenge

Competitive team-based service management simulation challenge

Littlefield Challenge

Longer Description

Homework 5 due

Littlefield Writeup

10

Mar 13

17

Globalization and outsourcing

Project presentations

 

Final Project Report due

 

 Assessment

Homework                 50%

Littlefield Challenge  10%

Final Project              40%