Professional Documents
Culture Documents
I SYLLABUS
2017 SS SM110 Course Syllabus and Outline. Updates and supersedes the CARE Course Catalog outline. Page 2 of 4
Work Requirements: You are required to prepare BEFORE arriving in the classroom all
reading and exercise assignments for that lecture. Assignments are
announced before each class and are due in the following class. Your
primary responsibilities in lectures are active listening and active
participation in discussion of course topics, exercises and cases.
All recording and photography in lectures is forbidden.
IUBH Masters and Bachelors courses have the same quantitative
workload expectations of students. But Masters students must meet
higher qualitative requirements for working independently on, thinking
critically about, discussing, synthesizing and understanding complex
concepts and material. On written exams, the competency they show in
these skills is a factor in their result.
Self-updating You are expected at least once prior to each lecture to access CCM for
Requirement: new content and your CARE mail. Failure to meet this requirement
could put you at risk of being unaware of important course-related
information. During the course, if your CARE access is blocked, you may
request to receive course information at a non-IUBH email address.
Attendance: Attendance at lectures is not mandatory. It is possible to pass the
course without attending any lectures provided you obtain elsewhere
the analytical and critical thinking, imagination, insight and judgment
gained in lectures. Some examinable material is presented and
discussed only in lectures and not provided at any other time or place.
For your benefit if your official attendance record could be useful to
you, the university gives you the opportunity to record your attendance
at each lecture by signing the Attendance List. Your timely signature on
the list is the only valid proof of your attendance. The availability of
personal support from the lecturer for individual students depends on
their proven regular attendance and voluntary in-class participation.
If you are not ready and willing to contribute constructively to the
learning environment of a lecture, you are encouraged not to attend it.
Viewing Your Semester The Examination Office organizes all viewing of written SEs. Students
Examination: wishing to view their SE should not approach the lecturer but must
make an appointment with the Examination Office by the established
deadline. University regulations do not require lecturers to conduct
exam viewing with students. The lecturer provides SE feedback only as
written on each exam, not in personal consultation.
Resits: To take a resit SE, you must first enroll for the course. A resit SE may
not be the same type as your original SE.
Academic Honesty: From your first lecture in the course, you are responsible for knowing
well the IUBH policy on academic honesty, especially regarding cheating
and plagiarism. At IUBH both are regarded as serious academic offences
that risk expulsion from the university. The policy is published in CARE.
The Learning Value of Your in-class participation is not evaluated as a direct factor in your
Discussion course grade. But it strongly affects your understanding of course
Participation: concepts. Not participating may put you at a disadvantage on the exam.
Taking a free ride in class is unfair. It is unfair to enjoy the benefit of
other students preparation and participation if you offer none of your
own. It is also unacceptable for everyone else to have to wait too long
for you to figure out your answer when called on to share it.
2017 SS SM110 Course Syllabus and Outline. Updates and supersedes the CARE Course Catalog outline. Page 3 of 4
II OUTLINE
1 See Semester Weeks table below. Lectures start in Week 4. No lectures during Resit Week (08.-12.05.) In some weeks, your
group may have lectures on two days. Subject to change during the semester. Check your CARE schedule regularly for changes.
WEEK 1 2 3 4 5 6 7 8 9
STARTS 06.03. 13.03. 20.03. 27.03. 03.04. 10.04. 17.04. 24.04. 01.05.
WEEK 10 11 12 13 14 15 16 17
STARTS 15.05. 22.05. 29.05. 05.06. 12.06. 19.06. 26.06. 03.07.
2
Lectures and topic discussions are planned to follow this sequence but it may vary. In a particular week, both groups may not
be at exactly the same point in the course.
3
T = Course textbook. R = Required readings available in CCM. More readings may be added later.
R1. A Service Industries Classification
R2. Service Operations Strategy Product
R3. Operations Strategy (Iansiti & Serels)
R4. Resource-Based Operations Strategy Framework and Matrix
R5. The Work of Managing Service Operations Resources
R6. The human factor in service design (DeVine, Lal and Zea)
R7. Using behavioral science to improve the customer experience (DeVine & Gilson)
R8. When Should a Process Be Art, Not Science (Hall & Johnson)
R9. Capacity Management in Service Firms
4
SOMs = Service operations managers
5
Only the Examination Office sets examination dates and officially announces them directly to students.
2017 SS SM110 Course Syllabus and Outline. Updates and supersedes the CARE Course Catalog outline. Page 4 of 4