Course Code: N1I00205 Credits: 3.0
Total Hours: 48
Prerequisites: Management, Marketing
Target Students: Undergraduate students majoring in Business Administration
Course Description:
Service Operations Management is a core compulsory course for Business Administration majors. It aims to help students gain a comprehensive understanding of the core concepts of service management and its significance in the modern economy. Through this course, students will master fundamental theories and practical skills in service operations and understand how service firms gain competitive advantage through distinctive service design and service quality. The course also emphasizes the differences between the service and manufacturing sectors, and how to effectively balance supply and demand to improve service quality.
Learning Outcomes:
Gain in-depth understanding of the characteristics of the service economy and the role of service industries in the global economy;
Master methods for developing service competition strategies and using service blueprints for service design;
Become familiar with service quality management frameworks and practical tools.
Be able to analyze real-world service enterprises using learned theories and propose effective management strategies;
Acquire the skills to solve common operational challenges in service businesses;
Learn to write professional research reports in the field of service management.
Foster a strong sense of social responsibility and professional ethics;
Build a service philosophy centered on quality, and strengthen international perspective and innovation awareness;
Inspire enthusiasm for the development of the service industry.
Teaching Methods:
This course adopts a collaborative learning model closely integrated with industry, including:
Lectures: Explaining fundamental theories, key concepts, and backgrounds of service management;
Discussion sessions: Encouraging students to participate in group discussions to develop skills in independent learning, information gathering, analysis, and presentation;
Out-of-class learning: Under the instructor’s guidance, students conduct independent research, including investigations of typical service enterprises and writing of research proposals and reports.
Assessment Methods:
Final grades consist of continuous assessment (60%) and a final exam (40%):
Continuous assessment (60%): Based on class performance, participation in group discussions, project assignments, and especially the process and outcome of practical enterprise research;
Final exam (40%): In the form of a research report, requiring students to apply course knowledge and field research to produce a well-structured, logically sound, and practice-integrated report on service management.
