MPH_SOMA Operations Management

Faculty of Economics and Administration
Spring 2025
Extent and Intensity
2/2/0. 6 credit(s). Type of Completion: zk (examination).
In-person direct teaching
Teacher(s)
Feybi Ariani Goni, Ph.D. (lecturer)
doc. Ing. Alena Klapalová, Ph.D. (lecturer)
doc. Ing. Radoslav Škapa, Ph.D. (lecturer)
Feybi Ariani Goni, Ph.D. (seminar tutor)
doc. Ing. Alena Klapalová, Ph.D. (seminar tutor)
doc. Ing. Radoslav Škapa, Ph.D. (seminar tutor)
Guaranteed by
doc. Ing. Radoslav Škapa, Ph.D.
Department of Business Management – Faculty of Economics and Administration
Contact Person: Vlasta Radová
Supplier department: Department of Business Management – Faculty of Economics and Administration
Course Enrolment Limitations
The course is only offered to the students of the study fields the course is directly associated with.

The capacity limit for the course is 24 student(s).
Current registration and enrolment status: enrolled: 0/24, only registered: 26/24
fields of study / plans the course is directly associated with
Course objectives
The course develops business economics and management knowledge concerning the operations of service businesses and specifically IS/IT businesses. The aim is to introduce the interdependence of operational activities in the different business areas (understanding the links and means of coordination between these areas). A standalone objective is to train the application of selected management methods and tools.
Learning outcomes
At the end of this course, students should be able to:
- interpret the role of operations in the process of value creation
- explain the linkages between the strategic, tactical and operational level of company management in the context of operations processes
- design simple production processes and apply the basic methods used in this field
- able to evaluate the alignment between the production process design and the corporate strategy
- explain the modern concepts and tools used by management in the production process that relates to the digital economy (Industry 4.0, Internet of things)
- compare quality management systems applied within companies and quality assurance mechanisms on a national and international scale
- illustrate how operations relate to other business functions
- be able to apply methods and techniques of quality management within production processes in services
- understand the character and nature of a quality management system based on ISO 9000
- know the economics of quality management and various models and measures of quality costs
Syllabus
  • Service concept and service industry
  • Service quality
  • Service design
  • Designing customer experience
  • Designing service delivery
  • Sustainable service business models
  • Service capacity and layout
  • Demand forecasting and planning
  • Service supply relationships
Literature
    required literature
  • Hemmati, M., & Sajadieh, M.S. (Eds.). (2021). Influencing Customer Demand: An Operations Management Approach (1st ed.). CRC Press. https://www.taylorfrancis.com/books/edit/10.1201/9781003107446/influencing-customer-demand-mohsen-sajadieh-mahya-hemmati
  • FITZSIMMONS, James A., Mona J. FITZSIMMONS and Sanjeev BORDOLOI. Service management : operations, strategy, information technology. 8th ed. New York: McGraw-Hill/Irwin, 2014, xviii, 524. ISBN 9781259010651. info
    recommended literature
  • STICKDORN, Marc, HORMESS, Markus, LAWRENCE, Adam and SCHNEIDER, Jakob. (eds.) This Is Service Design Doing: Applying Service Design Thinking in the Real World. . Sebastapol, CA: O’Reilly Media, 2018. xxiii, 541. ISBN 9781491927182.
  • IVANOV, Dmitry, Alexander TSIPOULANIDIS and Jörn SCHÖNBERGER. Global Supply Chain and Operations Management: A Decision-Oriented Introduction to the Creation of Value. Springer, 2016, 445 pp. info
    not specified
  • PENIN, Lara. An introduction to service design : designing the invisible. London: Bloomsbury Visual Arts, 2018, 342 stran. ISBN 9781472572585. info
Teaching methods
Teaching takes the form of lectures and exercises. Lectures - explanation in the form of discussion, the introduction of the main concepts and tools and examples of their application. Experts from practice provide part of the lectures.
In seminars, the students develop skills in applying service management methods and techniques to a specific problem.
Assessment methods
The course finished with a written exam (divided into the mid-term and final test). The minimum points required to pass the test is 60 per cent. Students can take the exam provided they prepared semester papers on a given topic - according to the information given by teachers at the beginning of the semester.

Any plagiarism in assignments during the semester, and copying, keeping a record of tests or carrying the tests out, using forbidden aids including any communication devices or any other breach of objectivity of the exam is regarded as a failure to meet the obligations of the course and as a serious breach of study regulations. As a consequence, the teacher grades the student with "F" or "N" and the dean is allowed to initiate a disciplinary action, which might lead to the termination of the studies.
Language of instruction
English
Further comments (probably available only in Czech)
The course is taught annually.
The course is taught: every week.
General note: Přednášky jsou dostupné online a ze záznamu.
The course is also listed under the following terms Spring 2024.
  • Enrolment Statistics (recent)
  • Permalink: https://is.muni.cz/course/econ/spring2025/MPH_SOMA