Service Operations Management

Illustration: 123rf/aurielak

Learning Outcomes

After the successful completion of this course, the students will be able

  • to characterize services on the basis of their constitutive features and derive specific properties and requirements of service production processes from these,
  • to use data envelopment analysis as an established instrument in the comparative efficiency analysis of service companies,
  • to structure the planning of service production in strategic and operational planning problems, and
  • to apply model-based planning methods of Operations Management to strategic and operational service planning.


Chapter 1: Services and service production
1.1 Concept and systematization of services
1.2 Production of services
1.3 Measuring and comparing productivity of service production processes
1.4 Operations Management in service production

Chapter 2: Strategic planning of services
2.1 Service design
2.2 Facility location and network design
2.3 Strategic capacity planning

Chapter 3: Operational planning of services
3.1 Revenue management
3.2 Project scheduling
3.3 Staff scheduling and rostering
3.4 Timetabling


  • Cantner U, Krüger J, Hanusch H (2007) Produktivitäts- und Effizienzanalyse: Der nichtparametrische Ansatz. Springer, Berlin
  • Corsten H, Gössinger R (2015) Dienstleistungsmanagement. Oldenbourg, München
  • Fitzsimmons JA, Fitzsimmons MJ (2013): Service Management. McGraw-Hill, Boston
  • Klein R, Steinhardt C (2008) Revenue Management: Grundlagen und mathematische Methoden. Springer, Berlin
  • Maleri R, Frietzsche U (2008): Grundlagen der Dienstleistungsproduktion. Springer, Berlin
  • Neumann K, Schwindt C, Zimmermann J (2003) Project Scheduling with Time Windows and Scarce Resources. Springer, Berlin
  • Pinedo M (2009) Planning and Scheduling in Manufacturing and Services. Springer, New York
  • Waldmann K-H, Stocker UM (2012) Stochastische Modelle. Springer, Berlin

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