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Service Operations Management

  • Teacher(s):   R.Iunius  
  • Course given in: English
  • ECTS Credits: 3 credits
  • Schedule: Spring Semester 2020-2021, 2.0h. course (weekly average)
  •  sessions
  • site web du cours course website
  • Related programmes:
    Bachelor (BSc) in Economic Sciences

    Bachelor of Science (BSc) in Management
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The main purpose of this course is to stimulate the reflection for a better understanding of service management domain by introducing management techniques, service concepts and operations strategy. An important role will be given to the design of effective service delivery systems, productivity and quality management, the impact of technology in the creation of new business models as Airbnb, Uber Lyft, Expedia, etc. This course is intended for students interested in consulting, entrepreneurship or general management careers that will involve significant analysis of a service processes and concepts.


The course provides guidance on how to design, develop, and implement service management as a strategic asset. This subject resides at the intersection of notions and theories from strategy, marketing, innovation, entrepreneurship and operations. It draws upon cutting-edge examples from a broad array of the global service sector, including hospitality, professional services, restaurants, retail, and tourism. Students will learn:

  • How to create sustainable service competitive advantage,
  • How to apply service models that enable clients, employees, and investors to attends their objectives,
  • How to develop an understanding of the "state of the art" of service management,
  • How to manage the service encounter to achieve internal and external customer satisfaction,
  • How to create optimal strategy to reinforce the company positioning in the market,
  • How to adapt to evolving customer needs and changing competitive landscapes,
  • How to build a culture of service excellence, and
  • How to facilitate creativity and innovation in the service organizations.


Fitzsimmons/Fitzsimmons, Service Management: Operations, Strategy, and Information Technology, Boston, MA: Irwin McGraw-Hill, 2001, 3rd edition.


First attempt

Without exam (cf. terms)  

-Multiple-choice test to be announce one week in advance: 15 – 25 questions; more than one answer can be right: 20%

-Presentation by group (and by each member of the group) of a particular service company and its service operation strategy (20 min max and 5 min Q&A at the last two sessions of the course): 40% (to obtain this percentage, the attendance is compulsory)

- Individual contribution or lake of any contribution in class and to the group presentations: bonus / malus 20%

- Few presentations by the group of a Course subject (10 min max and 5 min Q&A ): 40% (to obtain this percentage, the attendance is compulsory)

(see on Moodle pdf "Evaluation criteria" )


Oral 25 minutes
Not allowed
Not allowed

- Presentation of a particular service company and its service operation strategy (20 min max and 5 min Q&A at the retaken session) - 60%

(see pdf ""Evaluation criteria")

- It will be taken into consideration the result of your presentations done with your group before the final exam – 40%

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