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MGMT 3030 Syllabus

Course Syllabus

MGMT 3030 - Management of Service Organizations

3 Credit Hours

Course Information

Course Description:

This course addresses decision making in service operations such as healthcare and delivery, food/restaurant, hotel/motel, banking and finance, transportation, leisure, and government. The course has both conceptual framework and applications of management techniques to problems peculiar to service organizations.

Course Outcomes:

Operations management is a field of study which focuses on the efficient transformation of resource inputs such as labor and material into useful outputs such as products or services. Operations management has traditionally been a study of manufacturing processes, but as our economy has become dominated by services the concepts from operations management are now being applied to service industries.

However, firms that provide a service as opposed to manufacturing a product have unique characteristics that warrant special attention. For example, service firms are far more people-oriented because of the direct interaction with customers. Customers generally participate in the service process, often with direct and uncensored interactions with employees and facilities. The resulting variations in demand present a challenge to the operations manager to effectively use the perishable service capacity. This results because production and consumption occur simultaneously and thus the inability to inventory services.

The intent of the course is to provide students with the concepts and tools necessary to effectively manage a service operation. The strategic focus should also provide entrepreneurial inclined students with the foundation to open their own service business. 

Prerequisites & Co-requisites:

Management and organization behavior, college algebra, word processing (e.g. MS Word), presentation software (e.g. Powerpoint), and spreadsheet (e.g. Excel). MS Project or Visio could prove helpful but is not required.

Course Topics:

Module 1: The Service Economy

Module 2: Service Strategy

Module 3: New Service Development

Module 4: The Service Encounter

Module 5: The Supporting Facility and Process Flows

Module 6: Service Quality

Module 7: Process Improvement

Module 8: Service Facility Location

Module 9: Managing Service Projects

Module 10: Managing Capacity and Demand

Module 11: Managing Waiting Line

Specific Course Requirements:
  • Reading and other Assignments indicated in the section on course outline reflect the plan for presentation of course materials and will be followed as closely as circumstances permit. Adjustments may, however, be made from time to time by class announcement. Each student is responsible for compliance with all announced adjustments.
  • A variety of work is expected including written Assignments, team-based discussions; and exams. Teams of two to three students each will work as a team and prepare assignments and discussions.
  • Assignments (cases and projects) will be made on team bases. Submissions will be ONE per team per assignment. All assignments should be submitted ONLY through the Assignment Drop Box. Assignments received late may not be accepted. Faxed assignments WILL NOT be accepted.
  • Assignments are based on industry that the team chooses or is assigned.
  • Assignments should be researched thoroughly. Submissions must be original work, NOT COPIED FROM ELSEWHERE!!! 


Textbooks, Supplementary Materials, Hardware and Software Requirements

Required Textbooks:

Please visit the Virtual Bookstore to obtain textbook information for this course. Move your cursor over the "Books" link in the navigation bar and select "Textbooks & Course Materials." Select your Program, Term, Department, and Course; then select "Submit."

Supplementary Materials:
  • Trade journals
  • The Web
  • Handouts (will be made available through e-mail/discussion attachments) 
Hardware and Software Requirements:

Minimum hardware requirements can be found here.

Minimum software requirements can be found here.

Common applications you might need:

Web Resources:

Purdue OWL Online Writing Lab (for APA, MLA, or Chicago style)

The Writing Center Online Writer's Handbook

Student Resources:
  • Technical support information can be found on the TN eCampus Help Desk page.
  • Smarthinking virtual tutoring is available FREE of charge. to access Smarthinking, visit the course homepage and select Smarthinking under Course Resources. You also view sample sessions to see what Smarthinking offers and how it works.
  • Information on other student issues or concerns can be located on the TN eCampus Student Resources page.

Instructor Information

Please see "Instructor Information" in the Getting Started Module for instructor contact information, virtual office hours, and other communication information. You can expect to receive a response from the instructor within 24-48 hours unless notified of extenuating circumstances.

Participation, Assessments, & Grading

Testing Procedures:

Tests are conducted online via the assessment tool. All tests are timed and have a restricted access time. Please adhere to all deadlines. 

Grading Procedures:
Grading Scale:

Letter grades for this course will be assigned based on the following scale.

% RangeAssigned Grade
Under 59%F

Graded Items 

4 quizzes20%
12 Dropbox Assignments15%
2 Exams40%
Final Exam25%
Total Points100%
Assignments and Projects:

These will be made available in the Course Menu for the course. 

Class Participation:

Students must communicate with other students in the Discussion Section, are expected to communicate with the instructor as a learning resource, must check the course e-mail and discussion board frequently for announcements, and students must actively participate in team-based threaded discussion events. A portion of your course will depend on your participation. 

Late Policy:

We will stick strictly to the deadlines given for every assigned work. A student who has not been involved in the class during the first three weeks will receive a grade of F in the class, for excessive 'absence'. 

Course Ground Rules

The following two statements (1., 2.) were derived from the TBR System-wide Student Rules document, released January 2012:


Read the document in its entirety here.

1. Standards of Conduct:

  • Students are required to adhere to the same professional, legal and ethical standards of conduct online as on campus. In addition, students should conform to generally accepted standards of "netiquette" while sending e-mail, posting comments to the discussion board, and while participating in other means of communicating online. Specifically, students should refrain from inappropriate and/or offensive language, comments and actions.

2. Review the TN eCampus Academic Integrity/Academic Honesty Policy:

  • In their academic activities, students are expected to maintain high standards of honesty and integrity. Academic dishonesty is prohibited.

Such conduct includes, but is not limited to:

  • an attempt by one or more students to use unauthorized information in the taking of an exam
  • to submit as one's own work, themes, reports, drawings, laboratory notes, computer programs, or other products prepared by another person,
  • or to knowingly assist another student in obtaining or using unauthorized materials.

Plagiarism, cheating, and other forms of academic dishonesty are prohibited.

Students guilty of academic misconduct, either directly or indirectly through participation or assistance, are subject to disciplinary action through the regular procedures of the student’s home institution.  Refer to the student handbook provided by your home institution to review the student conduct policy.

In addition to other possible disciplinary sanctions that may be imposed, the instructor has the authority to assign an "F" or zero for an activity or to assign an "F" for the course.

Other Course Rules:

Students are expected to:

  • Participate in all aspects of the course
  • Communicate with other students
  • Learn how to navigate in Brightspace
  • Keep abreast of course announcements
  • Use the assigned course management (Brightspace) email address rather than a personal email address
  • Address technical problems immediately:
  • Observe course netiquette at all times.

Guidelines for Communications


  • Always include a subject line.
  • Remember without facial expressions some comments may be taken the wrong way. Be careful in wording your emails. Use of emoticons might be helpful in some cases.
  • Use standard fonts.
  • Do not send large attachments without permission.
  • Special formatting such as centering, audio messages, tables, html, etc. should be avoided unless necessary to complete an assignment or other communication.
  • Respect the privacy of other class members


  • Review the discussion threads thoroughly before entering the discussion. Be a lurker then a discussant.
  • Try to maintain threads by using the "Reply" button rather starting a new topic.
  • Do not make insulting or inflammatory statements to other members of the discussion group. Be respectful of other’s ideas.
  • Be patient and read the comments of other group members thoroughly before entering your remarks.
  • Be cooperative with group leaders in completing assigned tasks.
  • Be positive and constructive in group discussions.
  • Respond in a thoughtful and timely manner.


The Tennessee Virtual Library is available to all students enrolled in TN eCampus programs and courses. Links to library materials (such as electronic journals, databases, interlibrary loans, digital reserves, dictionaries, encyclopedias, maps, and librarian support) and Internet resources needed by learners to complete online assignments and as background reading will be included within the course modules. To access the Virtual Library, go to the course homepage and select the Virtual Library link under Course Resources.

Students with Disabilities

Qualified students with disabilities will be provided reasonable and necessary academic accommodations if determined eligible by the appropriate disability services staff at their home institution. Prior to granting disability accommodations in this course, the instructor must receive written verification of a student's eligibility for specific accommodations from the disability services staff at the home institution. It is the student's responsibility to initiate contact with their home institution's disability services staff and to follow the established procedures for having the accommodation notice sent to the instructor.

Syllabus Changes

The instructor reserves the right to make changes as necessary to this syllabus. If changes are necessitated during the term of the course, the instructor will immediately notify students of such changes both by individual email communication and posting both notification and nature of change(s) on the course bulletin board.


The information contained in this syllabus is for general information purposes only. While we endeavor to keep this information up-to-date and accurate, there may be some discrepancies between this syllabus and the one found in your online course. The syllabus of record is the one found in your online course. Please make sure you read the syllabus in your course at the beginning of the semester. Questions regarding course content should be directed to your instructor.

Last Revised on August 17, 2017