OPS 5095 SYLLABUS

NOVA SOUTHEASTERN UNIVERSITY
H. Wayne Huizenga School of Business and Entrepreneurship
Course Syllabus
OPS 5095 – Service Operations Management
Online Format Winter 2014
Course Blackboard Website: https://sharklearn.nova.edu
I. INSTRUCTOR

Dr. Frank Wolf wolff@nova.edu 802 388 9911

II. COURSE DESCRIPTION

This course focuses on services management in general and service operations in particular. It explores the elements that unite services, that differentiate service processes from non-service processes and that differentiate various types of services from each other. Customers generally participate in the service process, often with direct and uncensored interactions with employees and facilities. The resulting …show more content…

Students are strongly encouraged to visit one of the physical locations and/or take advantage of the vast electronic library available for research. For more information, please visit http://www.nova.edu/library.
Please note that all required and recommended materials should be referenced in APA style.
VI. GRADING SCALE

A. Grading Scale for this course

94-100 A 93-89 A- 88-85 B+ 84-82 B 81-78 B- 77-74 C+ 73-70 C Performance Criteria Basic (2 pt)* Developing (3.25 pts)* Proficient (4.0 pts)* Accomplished (4.5 pts)* Exemplary (5 pts)* Score
Identifies and describes problem/s effectively (CC1) Does not state problem(s) or identify symptoms, critical factors and current state in Background discussion. Somewhat states problem(s) in multiple sentences. May identify symptoms, critical factors and current state in Background discussion. States problem(s) in multiple sentences. Identifies symptoms, critical factors and current state in Background discussion. States problem(s) clearly in one sentence. Identifies symptoms, critical factors and current state in Background discussion. States problem(s) clearly and concisely in one sentence. Effectively and completely identifies symptoms, critical factors and current state in Background discussion.
Applies operational management models (CC3) Does not apply operational models, course content, and outside research to support position.