Service and Operations Management
** available as of 06/15/2026
** available as of 06/15/2026
Prerequisites: Junior Standing; minimum grade of "C-" in SCMG 332 or SCMG 332H or SCMG 232 or SCMG 232H; ISSCM 241 or ISSCM 241H or STAT 103.
This course introduces analytical methods and managerial tools for improving the design and control of service and operations systems. Topics include process analysis, capacity planning, queuing theory, Lean management, quality improvement, and forecasting. The course places special emphasis on applications in healthcare operations, such as patient flow, scheduling, and resource utilization.
Outcomes: Students will learn to analyze processes, evaluate capacity, manage variability, and enhance quality and efficiency in manufacturing and service operations; Understand and analyze processes using operations management concepts; Evaluate capacity and flow to identify bottlenecks and recommend improvements; Apply queuing theory to model waiting lines and design more effective service systems; Use Lean principles and statistical process control to reduce waste and improve quality in healthcare and service operations; Develop and interpret forecasts for demand and resource planning in service systems; Integrate analytical tools and managerial thinking to make evidence-based operational decisions.
This course introduces analytical methods and managerial tools for improving the design and control of service and operations systems. Topics include process analysis, capacity planning, queuing theory, Lean management, quality improvement, and forecasting. The course places special emphasis on applications in healthcare operations, such as patient flow, scheduling, and resource utilization.
Outcomes: Students will learn to analyze processes, evaluate capacity, manage variability, and enhance quality and efficiency in manufacturing and service operations; Understand and analyze processes using operations management concepts; Evaluate capacity and flow to identify bottlenecks and recommend improvements; Apply queuing theory to model waiting lines and design more effective service systems; Use Lean principles and statistical process control to reduce waste and improve quality in healthcare and service operations; Develop and interpret forecasts for demand and resource planning in service systems; Integrate analytical tools and managerial thinking to make evidence-based operational decisions.