Service Operations Management BUSS376 ( 00 ) Professor Hosun Rhim

Fall, 2023

COURSE OUTLINE AND SCHEDULE

Instructor: Professor Hosun Rhim

Korea University Business School
Seoul, Korea (136-701)
Phone:02) 3290-1912 e-mail: hrhim@korea.ac.kr

Text Book: 임호순, 박광태, 안철옥, 서비스 오퍼레이션스관리, 홍문사

Midterm Exam: Midterm exam week, Wednesday
Class Room: TBA (M. & W. (2))

Course Summary and Objectives

This class will be delivered in Korean.

The service sector dominates the economies. In Korea, it accounts for over 60% of GDP. In addition to
the “pure” service sector, the delivery and support of many goods requires a significant service
contents. The challenges involved in managing services have been complicated by globalization.
This course offers central managerial concepts of the service operations area. The issues in service
operations management are addressed in both tactical and strategic levels. This course introduces some
of the basic tools and models used in service operations, but focuses more on their applications, rather
than on derivations or mathematical analysis.

Grading

Your grade in the course will be based on individual and group assignments. Grades will be weighted
as follows:

A. Class Participation (individual and group) 30%

B. Written assignments (individual and group) 10%
C. Midterm exam (individual) 30%
D. Term Paper (Group) 30%

A. Class Preparation/Participation (30%)

You are required to contribute to the class discussion. You will fail the class if you are absent more than
five times. Mostly, our discussion will be open: anyone who has something to contribute can and
should. The best contribution is one that informs the rest of us or carries the discussion forward. You
are encouraged to challenge the statements of others, but always in a constructive way.
After the second enrollment period, you will be assigned to a team of about 5 students to present a case
depending on the enrollment. List of cases are provided at the end of this syllabus. Case presentation
will start from 3rd week. Each team should be able to manage one hour and 15 minute session.

B. Written Assignments (10%)

1
The written assignments are to be done mostly by individual level. Each student is required to submit
written summary of the case following the assignment question. (The members of the presenting teams
can submit their presentation material as a group.) These reports should be no more than 3 pages in
length plus exhibits. The reports should be submitted before the class in which the case is presented.

C. Mid-term (30%)
The exact schedule and requirements for the mid-term exam for this course will be announced later in
class. It will be an in-class, closed book exam, and no communication with others will be allowed.
Students are allowed to bring in cheat-sheet of 2 pages (a single sheet).

C. Term-paper (30%)
Each team should submit a term project. Case development is recommended. At the end of the class,
each team is required to present the case. Guideline of the term project will be provided.

Course Schedule
Week 1: Introduction
Week 2: The Nature of Service
Week 3: The Nature of Service
Week 4: Service Performance
Week 5: Service Quality,
Week 6: Service Facility Design and Layout,
Week 7: Managing Queues,
Week 8: Midterm Exam Week
Week 9: Project Proposal
Week 10: Discrete Event Simulation Using ExtendSim
Week 11: Midterm Exam
Week 12: Guest Lecture (TBA)
Week 13: System Thinking
Week 14: Project Presentation
Week 15: Project Presentation
Week 16: Project Presentation

Cases and Presentation Schedule.

1. Apple Inc. in 2012 (9-712-490) W3
2. Commerce Bank (603080) W4
3. eBay (A) (602071) W5
4. Starbucks: Delivering Customer Service (504016) W6
5. Benihana of Tokyo (9-673-057) W7
6. Deaconess-Glover Hospital (A) (B) (9-601-022) (9-601-023) W10
7. Southwest Airlines in Baltimore (9-602-156) W11
8. Caruso’s Pizza (687071) W12
9. Porcini’s Pronto: “Great Italian cuisine without the wait!” (4277-PDF-ENG) W13

2
주차 날짜 Course Presentation Schedule.

3
 9-2 Introduction
1
9-7 Introduction
9-9 The Nature of Service
2
9-14 The Nature of Service
9-16 Cases and Presentation 1 Apple Inc. in 2012 (9-712-490)
3
9-21 The Nature of Service
9-23 Cases and Presentation 2 Commerce Bank (603080)
4
9-28 Service Performance
9-30 휴강 (추석)
5
10-5 Service Quality
10-7 Cases and Presentation 3 eBay (A) (602071)
6 Service Facility Design and
10-12
Layout
Starbucks: Delivering Customer Service
10-14 Cases and Presentation 4
7 (504016)
10-19 Managing Queues
10-21 Cases and Presentation 5 Benihana of Tokyo (9-673-057)
8
10-26
10-28
9 Project Proposal
11-2
Deaconess-Glover Hospital (A) (B) (9-
11-4 Cases and Presentation 6
601-022) (9-601-023)
10
Discrete Event Simulation Using
11-9
ExtendSim
Southwest Airlines in Baltimore (9-602-
11-11 Cases and Presentation 7
11 156)
11-16 Midterm Exam
11-18 Cases and Presentation 8 Caruso’s Pizza (687071)
12
11-23 System Thinking
Porcini’s Pronto: “Great Italian cuisine
11-25 Cases and Presentation 9
13 without the wait!” (4277-PDF-ENG)
11-30 Guest Lecture (TBA)
12-2
14 Project Presentation
12-7
12-9
15 Project Presentation
12-14
12-16
16
12-21