MGT 3121-SP18 MNSA Syllabus PDF

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MGT 3121-SP18 MNSA Syllabus...

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Course Syllabus MGT 3121 Service Operations Management Semester Course Section Class Days/Times Department

Spring 18’ MGT 3121, Service Operations Management MNSA - 41473 Sat – 1:15 PM- 4:10 PM @ Vertical Campus Room 11-155 Narendra Paul Loomba Department of Management

Instructor Jose Santiago Phone 203-895-3370 Email [email protected] (BEST CONTACT) Office Management Faculty Office Office Hours By Appointment (Phone, Skype, or In-person) DESCRIPTION This is an introductory course intended to provide the student with a mix of theoretical and practical knowledge about managing service operations in businesses such as financial services, retail hospitality, healthcare, transportation, and small business. This course is organized around principles including the strategic role of operations for competitiveness and sustainability, and the design of processes, service offerings, and supply chains. Students will learn the use of tools and techniques for planning, control, and continuous improvement of service delivery processes. PREREQUISITES Completion of math requirement for the BBA degree (MTH 2205/2207/2610 or equivalent and STA 2000, i.e., calculus and business statistics). COURSE OBJECTIVES Upon completing MGT 3121, a student will be able to do the following: 1. 2.

3.

4.

5. 6.

7.

Explain the principles of managing business operations and how operations executes a firm’s strategy and interacts with marketing, finance, information technology, and accounting. Apply business process analysis skills to enable students to manage business operations—to map processes, break them into individual steps, quantify financial flows, identify value, manage variability, and match capacity with demand. Describe business process improvement tools such as Lean, Six Sigma, and Statistical Process Control to remove waste and variability from processes, identify defects, and continuously improve quality operations. Explain inventory and supply chain management, including using tools and techniques for handling perishable and nonperishable inventories, and strategic and tactical supply chain decisions. Build analytical forecasting models to predict operational demand, understand the role of the forecasting function, and assess the likely accuracy of forecasts. Employ project management fundamentals to map projects, analyze and identify critical tasks, monitor progress, identify variances, and allocate resources correctly to deliver on specifications, under cost, and under time. Strengthen quantitative reasoning skills and build analytical models for operational decisionmaking throughout the course.

Zicklin School of Business

MGT 3121 Syllabus

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BBA LEARNING GOALS ADDRESSED The faculty of the Zicklin School of Business has adopted six (6) “Learning Goals” for BBA students. The purpose of these goals is to create a common understanding between students, faculty and potential employers of the core objectives for a business education The following Zicklin BBA Learning Goals will be addressed in this course: 1. 2. 3. 4. 5.

6.

Analytical Skills: Students will possess the analytical and critical thinking skills to evaluate issues faced in business and professional careers. Technological Skills: Students will possess the necessary technological skills to analyze problems, develop solutions and convey information. Communication Skills- Oral: Students will have the necessary oral communication skills to convey ideas and information effectively and persuasively. Communication Skills- Written: Students will have the necessary written communication skills to convey ideas and information effectively and persuasively. Civic Awareness and Ethical Decision-Making: Students will have the knowledge base and analytical skill to guide them when faced with ethical dilemmas in business. Students will have an awareness of political, civic and public policy issues affecting business. Global Awareness: Students will know how differences in perspectives and cultures affect business practices around the world.

Online Quizzes: Students will take 3-4 online quizzes available on the course webpage (Blackboard). Each quiz corresponds to a major topic covered in class, and is designed to test students on their understanding of the topic. (Quizzes are due by EOD on the date they show in schedule) Participation: I feel that a healthy dialogue drives a classroom, even more than a sole lecture. Thus, I place a strong emphasis on this portion of the grading. Make me remember your name by adding value to the classroom! The Goal Book Report: The Goal, is a book I read both in my undergrad & graduate programs. It’s an extremely relevant (even as a classic business book) and will help to illustrate some complex topics more simply. Goldratt, the author, explains The Theory of Constraints more practically than most. Final Group Project: The final group project is something I have incorporated into my classroom since I began teaching. There will always be some students who enjoy working in groups, while others cringe. More importantly, working in teams is an essential part of becoming a professional in the workforce. This project will help you to apply the concepts in the course in a very meaningful way. More info will be provided in Blackboard and in class!

Zicklin School of Business

MGT 3121 Syllabus

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COURSE SCHEDULE

Class 1

2

3

4

Topics Unit 1: Introduction to Operations Management Learning Objectives:  Course syllabus  Introduction to managing business operations and key operational decisions a firm needs to make to match supply with demand  Connection between a firm’s strategy and operational levers available to deliver that strategy Unit 2: Fundamentals of Managing Business Processes Learning Objectives:  Process flow diagrams  Key process metrics: cycle time, capacity, flow rate, flow time, resource utilization, and inventory  Identifying the bottleneck and capacity in a multistep process  The connection between process flows and financial performance  The Goal, Project kickoff Unit 2: Fundamentals of Managing Business Processes (cont’d.) Learning Objectives:  The financial benefits of process capacity improvements  Choosing a staffing level to meet demand  Off-loading the bottleneck  Balancing a process Unit 3: Advanced Process Analysis; Applications in Services Learning Objectives:  Impact of variability in processes; overview of waiting lines  Psychology of waiting lines  Components of a waiting line system: the arrival process, queueing process, and service process  Key operational performance metrics of waiting lines  Single- and multiple-server models  Economies of scale and pooling in queues

Zicklin School of Business

Readings, Key Dates, & Assignments Due Ch 1, “Introduction to Operations Management”

Date 27-Jan

Ch 2, “Introduction to Processes” and Ch 3, “Process Analysis”

3-Feb

Ch 4, “Process Improvement”& See blackboard for extra external reading deck titled “Process Improvement”

10-Feb

Online Quiz 1 Due

Ch 16, “Service Systems with Patient Customers”

17-Feb

The Queues: In-Class exercise

MGT 3121 Syllabus

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5

Unit 3: Advanced Process Analysis; Applications in Services (cont’d) Learning Objectives:  An overview of yield management in services  Business characteristics that make yield management more effective  Methods for overbooking service capacity  Allocating capacity among customer segments.  (Dynamic) pricing of service capacity  Financial impact of yield management strategies  The Goal: Reading Check in and Discussion

6

Unit 4: Quality and Improving Operations

7

Learning Objectives:  Lean thinking: the 8 types of waste embedded in any process  Reengineering processes to remove waste  Toyota Production System: pull systems, just-intime production, and KANBAN control Value stream mapping Midterm Exams

8

Unit 4: Quality and Improving Operations (cont’d.)

Ch 12, “Yield Management” * -External Reading to be provided on Blackboard

24-Feb

Online Quiz 2 Due

Ch 8, “Lean Operations and the Toyota Production System”

3-Mar

Midterm Exams

10-Mar

Ch 9, “Quality and Statistical Process Control”

17-Mar

Ch 10, “Introduction to Inventory Management” and Ch 12, “Inventory Management with Steady Demand”

24-Mar

Learning Objectives:  Overview of statistical process control  Normal vs. assignable fluctuations; investigating assignable causes  Capability and conformance analysis; x-bar and p charts.  Six Sigma DMAIC methodology 9

Unit 5: Inventory and Supply Chain Management Learning Objectives:  Types of inventory and the reasons for holding inventory  Characteristics of and strategies for managing nonperishable inventory items  Metrics of inventory: turns, days of supply, stockout costs, holding costs, ordering costs  Economic Order Quantity (EOQ); cost function and optimal order quantity  ABC analysis Inventory policies with quantity constraints and volume discounts SPRING RECESS – No Classes SPRING RECESS – No Classes

Zicklin School of Business

Online Quiz 3 Due

SPRING RECESS – No Classes SPRING RECESS – No Classes

MGT 3121 Syllabus

31-Mar 7-Apr

Page 4

10

Unit 5: Inventory and Supply Chain Management (cont’d) Learning Objectives:  Supply chain structure and roles  Metrics of supply chain performance  Overview of strategic and tactical supply chain decisions  Managing variability in supply chains: disruptions, variable demand, and bullwhips Unit 5: Inventory and Supply Chain Management (cont’d)

11

Ch 11, “Supply Chain Management” “The Goal”, Book Report Due!

14-Apr

Ch 11, “Supply Chain Management”

21-Apr

12

Learning Objectives:  Supply Chain Risk Management  Bullwhip effect in supply chains, causes and preventions  Strategies for improving supply chain coordination Unit 6: Forecasting and Demand Planning

Ch 15, “Forecasting”

28-Apr

13

Learning Objectives:  Forecasting framework and overview of the forecasting function  Summary of judgmental vs. quantitative forecasting techniques  Evaluating forecast quality; Bias, MSE, MAD, MAPE  Smoothing forecasting methods: naïve, moving averages, and simple exponential smoothing  Incorporating trends in the forecast  Accounting for seasonality in the forecast Sources of forecasting biases Unit 7: Project Management

Ch 19, “Project Management”

5-May

14 TBD

Come to class with a current events article on supply chains for discussion

Learning Objectives:  The components of managing a project (project selection, budgeting, scheduling, and execution)  Key objectives and metrics of project management  Delineating project tasks; immediate predecessors and task time estimates  Critical Path Method (CPM): project network diagrams, early vs. late start/finish times, slack times, and critical activities  Gantt charts  Managing projects with uncertain activity times Reducing a project’s completion time

Final Group Assignment Due!

Student Presentations Week! FINAL EXAM!

Final Presentations FINAL EXAM!

12-May TBD

GRADES AND EXPECTATIONS FROM STUDENTS

Zicklin School of Business

MGT 3121 Syllabus

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All submissions in this course will be graded by me and/or my teaching assistant. Grading is to a standard that I will communicate with you, not to a curve. The course deliverables are weighted as follows in determining your overall course grade. % of Final Grade 20%

Quizzes “The Goal” Book Report

10%

Final Group Project

10%

Midterm Exam

20%

Final Exam

25%

Attendance & Participation

10%

SAM MS-Excel Exercises

5%

TOTAL

100%

Accumulated points will be calculated as a percentage and reported as a letter grade using the following scale (source: Baruch College Faculty Handbook). % of Points Earned 93.0–100.0 90.0–92.999 87.0–89.999 83.0–86.999 80.0–82.999 77.0–79.999 73.0–76.999 70.0–72.999 67.0–69.999 60.0–66.999 Below 60.0

Letter Grade A AB+ B BC+ C CD+ D F WU WN PEN

GPA Value 4.0 3.7 3.3 3.0 2.7 2.3 2.0 1.7 1.3 1.0 0.0 0.0 0.0 0.0

A summary of my grading rules and expectations follow. 1. No extra credit is given in this course. 2. I do not round grades up or down for any reason (e.g., 89.999% is a B+). 3. Classes start and end on time. 4. I don’t accept anything late, for any reason. 5. Cheating and plagiarism are not tolerated, and have severe consequences. 6. If you don’t follow my instructions, you will not be given a second chance to do it right. 7. ONLY 20-30% of students will receive A’s- You should respectfully compete for the A as you would in “the real world.”

MATERIALS

Zicklin School of Business

MGT 3121 Syllabus

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Required. Operations Management with Connect Access Card by G. Cachon and C. Terweisch, McGraw Hill, 2017. There are 3 versions: Loose leaf paper (ISBN 9781260037821, Net Price $83, http://shop.mheducation.com/mhshop/productDetails?isbn=1260037827) and eBook (ISBN 9781260037814, Net Price $102,), and hardbound text (ISBN 9781260037819, Net price $136, http://shop.mheducation.com/mhshop/productDetails?isbn=1260037819). Required: The Goal by Eliyahu Goldratt, North River Press, 30th-Anniversary Edition, 2014, $24.95. Optional- Subscription to a business resource (I.e. Economist, Bloomberg, WSJ, etc)- Reading this type of material can help to give you a more informed point-of-view during classroom dialogue…

STUDENT TUTORING SERVICES Baruch’s Student Academic Consulting Center (SACC) helps more than 5,000 students each year in a wide range of subjects and employs more than 100 students as peer tutors. Starting in Fall 2016, tutors will be available to assist MGT 3121 students. If you feel you are having difficulties learning the material that cannon be rectified during my normal office hours, consider the tutoring option. See http://www.baruch.cuny.edu/sacc for more information.

AUDIO & VIDEO RECORDING POLICY Surreptitious or covert video recording of class or unauthorized audio recording of class is prohibited by law. This class may be video or audio recorded only with the written permission of the instructor. In order to accommodate students with disabilities, some students may be given permission to record class lectures and discussions. Therefore, students should understand that their comments during class may be recorded.

POLICY FOR MOBILE DEVICES The following is my policy on mobile devices (laptops, tablets, smart phones, and cell phones). A successful class depends on the active attention and engagement of everyone in the classroom. You cannot be actively attentive and engaged at the same time you are checking email, texting, or surfing the Internet. In addition, using your mobile device is distracting to those around you. To create a mutually supportive learning environment, the use of mobile devices is not allowed during class sessions unless required for a class activity. Also, research suggests that writing notes by hand rather than on a laptop is more conducive to learning the material. In summary, close your laptop and engage in class!

ATTENDANCE All students are required to attend every session of their courses. If a freshman or sophomore is absent in excess of twice the number of class sessions per week, the instructor must give the student a WU grade, which counts as an F. The instructor may give a junior or senior a WU grade (the equivalent of an F) for excessive absences. The Registrar’s office requires that students who have attended no classes before week 5 be dropped from the class.

STUDENTS WITH DISABILITIES Students with disabilities may be eligible for a reasonable accommodation to enable them to participate fully in courses at Baruch. If you feel you may be in need of an accommodation, please contact the staff at the Office of Services for Students with Disabilities, Newman Vertical Campus, Room 2-271, in person or by phone at (646) 312-4590. For more information, see http://www.baruch.cuny.edu/studentaffairs/ossd/disabilityServices.htm.

ACADEMIC INTEGRITY

Zicklin School of Business

MGT 3121 Syllabus

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Cheating and plagiarism are serious offenses. The following definitions are based on the College's Academic Honesty website: Cheating is the attempted or unauthorized use of materials, information, notes, study aids, devices or communication during an academic exercise. Examples include but are not limited to:  Copying from another student during an examination or allowing another to copy your work  Unauthorized collaborating on a take home assignment or examination  Using unauthorized notes during a closed book examination  Using unauthorized electronic devices during an examination  Taking an examination for another student  Asking or allowing another student to take an examination for you  Changing a corrected exam and returning it for more credit  Submitting substantial portions of the same paper to two classes without consulting the second instructor  Preparing answers or writing notes in a blue book (exam booklet) before an examination  Allowing others to research and write assigned papers including the use of commercial term paper services Plagiarism is the act of presenting another person's ideas, research or writing as your own, such as:  Copying another person's actual words without the use of quotation marks and footnotes (a functional limit is four or more words taken from the work of another)  Presenting another person's ideas or theories in your own words without acknowledging them  Using information that is not considered common knowledge without acknowledging the source  Failure to acknowledge collaborators on homework and laboratory assignment My policy is to give a failing grade to any assignment that has been plagiarized or an exam in which you have cheated. In addition, I am required by College policy to submit a report of suspected academic dishonesty to the Office of the Dean of Students. This report becomes part of your permanent file.

ASSURANCE OF LEARNING This course emphasizes the BBA learning goals as follows.

Zicklin School of Business

MGT 3121 Syllabus

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BBA Learning Goal Analytical Skills Technological Skills Communication Skills: Oral Communication Skills: Written Civic Awareness and Ethical Decision-Making Global Awareness

Significant Part of Course X X X

Moderate Part of Course

Minimal Part of Course

Not Part of Course

X X X

The course requirements align with the learning goals as follows. Assignment/Course Component Lectures

Course Learning Goals  Discuss a Mix of theoretical and practical knowledge about managing service operations in businesses

BBA Learning Goals  Civic Awareness and Ethical Decision-Making  Global Awareness  Oral Communication

“The Goal” Book Reading & Report

 Understand the principles of managing business operations  Apply...