Title: An effective methodology for teaching service operations management

Authors: Farouq Alhourani

Addresses: Department of Information and Technology Management, John Sykes College of Business, University of Tampa, 401 W. Kennedy Blvd, Box O, Tampa, FL 33606, USA

Abstract: Teaching operations management from a service perspective using only the traditional lecturing techniques can be very challenging. This subject can be boring and students may not appreciate the importance of service operations management, especially if their major is not management. Field projects can be powerful teaching tools as many service operations are accessible and familiar to students. This paper defines an effective methodology to teach service operations management. The methodology is based on conducting real-world projects in local businesses for every major topic covered in the course. The students in a survey rated the real-world projects as the best learning activity followed by the instructor presentations that included extensive pictures and personal experiences. The students also reported that they enjoyed the class and believed that it will be helpful for them in their capstone courses and future career.

Keywords: service management; field projects; service organisations; service operations analysis; operations management education; higher education.

DOI: 10.1504/IJIOME.2009.031037

International Journal of Information and Operations Management Education, 2009 Vol.3 No.2, pp.164 - 177

Received: 04 Aug 2009
Accepted: 27 Oct 2009

Published online: 18 Jan 2010 *

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