vcc.ca
HOSP 1502: Fundamentals of Service Operations Management
Effective date
May 2023
Department
Hospitality Diploma Int'l
School
Hospitality, Food Studies and Applied Business
Description
Students explore the process of delivering service to customers. This includes understanding the service needs of the target customers, managing the processes that deliver the services while ensuring objectives are met, and paying attention to the constant improvement of the services. The focus is on providing value to the customer as well as the customer relationship. Topics cover goods & services, process management, supply chain and inventory, quality control, marketing, and streamlining service processes to ensure that support teams have the tools they need to succeed.
Credits
3.0
Year of study
1st Year Post-secondary
Prerequisites
None
Corequisites
None
Course Learning Outcomes
Upon successful completion of this course, students will be able to:
- Define service operations management and discuss the role of the operations manager in a hospitality setting
- Perform a critical analysis of the types of service operations and operational processes that are crucial to an organization’s success
- Evaluate and compare strategies leading to improvement of service operations quality
- Analyze the important aspects of service systems that control the provision of capacity to meet customer requirements effectively
- Implement statistical methods and management techniques to monitor, control and improve service processes of an organization
- Propose solutions with which a service organization can improve its operations and achieve sustainable competitive advantage
- Explain how total quality management provides value to customers
- Demonstrate service delivery protocols for diverse and Indigenous cultures
Prior Learning Assessment & Recognition (PLAR)
None
Hours
Lecture, Online, Seminar, Tutorial: 45
Total Hours: 45
Total Hours: 45
Instructional Strategies
Instruction involves interactive lectures, presentations, group discussions, role plays, and peer feedback. Learning will be enhanced through a variety of interactive classroom and collaborative activities. The interactive and practical exercises give students the opportunity to take an active role and learn by doing.
Grading System
Letter Grade (A-F)
Passing grade
D
Evaluation Plan
|
Type |
Percentage |
Assessment activity |
|
Assignments |
10 |
A day in the life of an operations manager |
|
Assignments |
15 |
Service delivery and operations in managing processes and resources |
|
Assignments |
15 |
Case Studies: Issues which operations managers face |
|
Project |
30 |
Group Project: Frameworks, techniques, and tools for analyzing existing operations |
|
Final Exam |
20 |
|
|
Participation |
10 |
Preparation for class, active discussion, participation during class |
Course topics
- 1. How to manage and improve the operations in service organizations 2. How service performance can be improved by studying service delivery 3. Service delivery and operations in managing processes and resources 4. Operations managers involvement in the organizations’ strategy 5. Organizational culture 6. Motivating and managing employees and customers 7. Tools for customer communications 8. Tools for mapping and measuring the customer journey 9. The service process and determining procedures which contribute to the process 10. The functional responsibility for producing the services of an organization and providing them directly to its customers 11. The supply and value chain 12. Service as a customer experience and service as a package of facilitating goods and services 13. The relationship between internal operations and service operations 14. Metrics and leveraging customer feedback to drive continuous improvement of service practices
Notes:
- Course contents and descriptions, offerings and schedules are subject to change without notice.
- Students are required to follow all College policies including ones that govern their educational experience at VCC. Policies are available on the VCC website at:
https://www.vcc.ca/about/governance--policies/policies/. - To find out if there are existing transfer agreements for this course, visit the BC Transfer Guide at https://www.bctransferguide.ca.