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Syllabus

Infomation of Course

Program Bachelor [학사과정] Course Type Major Elective [ 전공선택 ]
Course Code 31.371 Course No IE371
Section English
L:L:C(AU) 3:1:3.0(0) Exam time
(classroom)		 - Wed: 13:00~15:45
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Course Title Service System Engineering [ 서비스시스템 엔지니어링 ]
Class time
(classroom)		 Mon: 14:30~16:00 / (E2)Industrial Engineering & Management Bldg. [ (E2)산업경영학동 ] (2504)
Wed: 14:30~16:00 / (E2)Industrial Engineering & Management Bldg. [ (E2)산업경영학동 ] (2504)
Notice

Information of Professor

Name 이태억(Lee, Tae-Eog)
Department 산업및시스템공학과(Department of Industrial & Systems Engineering)
Phone 042-350-3122
E-Mail telee@kaist.ac.kr

Plan of Lecture

Syllabus File None
Syllabus URL
Summary of Lecture Service systems & enterprises deliver non-physical values to customers while manufacturing systems & enterprises produce tangible products for customers. Examples of services can be found in airlines, hotels, restaurants, banks, logistics, healthcare, consulting, information systems, etc. The service industry has been growing in economic volume and making significant innovations. We focus on concepts, issues, management, and quantitative methods for improving quality, speed, revenue and cost for service operation systems. We will also review some recent new services enabled by new technologies.
Material for Teaching Textbook: Survice Mananagement, by and S.K. Bordoloi, J.A. Fitzsimmons, M.J. Fitzsimmons, 9th Edition, McGrawh-Hill
(Bookstore, e-book in Amazon)
Evaluation Criteria Mid Term 30%, Final 30%, HW/Quiz/In-Class Work/Project 40% (subject to change)
Lecture Schedule 1. Introduction to Services, Service Systems, and Service Industry
2. Service Encounter and Service Experiences
3. New Service Development
4. Supporting Facilities & Service Processes
5. Service Quality & Management
6. Revenue Management
7. Waiting Time Management

- Mid Term Exam

8. Strategic Positioning and Service Strategies
9. Data Envelopment Analysis & Scoring Systems
10~11. Cases
12~14. New Services by Emerging Technologies

* Subject to changes
Memo