This course focuses on developing the executive and management understanding and skills needed to create and implement a world class Operations Management strategy for multi-national and multi-cultural enterprises or Strategic Business Units (SBUs).  We will approach the course as if you are the Chief Operating Officer (COO) or other senior manager of a multi-national company.  While we will study and discuss the theories, my focus and emphasis will be on applying the material we are learning. My goal is to assist and help you learn how to apply the theory and along with your background (educational, business, and personal) to help you understand and develop a valid Operations Management strategy for your company.  Assignments will be geared towards how and why you would do something rather than what the text book or other theories suggest.


The text book focuses on the theories and practices that are common across various spectrums of the business world for both product and service entities.  Together we will use the theory, our experiences, your past course work at UNM, anything you have learned at other learning centers, our ingenuity, and all the resources at our disposable via the Internet to hone, refine, and improve your management skills and abilities in Operations Management.


There will be an Operations Management Group Project, which you will complete during this course.  The class will be broken up into teams (approximately of 5 students each).  Each team will pick a production and/or service based company (preferably one that a team member is part of) and develop an integrated Operations Management Strategy that will enable them to capture a particular market segment. This project will provide you with the opportunity to demonstrate your understanding and mastery of the course materials.


In addition to the Operations Management Group Project, the methodology I use to teach/facilitate this course will include: assigned readings, lectures, written and oral discussion responses and personal essays, article summaries and presentations, small group discussions and collaborative essays, and weekly introspective learning summaries.




I distinguish between attendance and participation in my classes.  Just showing up for class does not constitute participation in the class.  I expect students to be prepared for class.  I expect students to have read the assignments, done the homework, and be ready and willing to share their insights and thoughts about the material to be covered in each class.  Participation in the classroom and on your Project Team will constitute one letter grade, i.e., if all you work is A level, but you either don’t come to class and/or don’t participate then the maximum grade you can receive in this class is a B.






Since we live in a very high tech world, I expect students to be able to function effectively in it.  That means that you need to have internet access to download articles and materials from the web relative to the topics we are studying. 




There will be some case studies required for this class.  So everyone is on the same page when it comes to what I expect in a case study, Here are some Case Analysis guidelines for you to use when doing a case study:


Case studies are written descriptions of events, circumstances or situations which confront decision makers in an organization.  The cases we will use have been developed from information gathered from both government and private industry.  The facts presented in these cases are based on real-life situations.  The information that is contained in them is as complete as possible with no essential facts deliberately left out.  I use the case method to stimulate interest through realism.  Case studies are designed to make the learning process one of active participation rather than passive observation.


The first step to preparing a case study is to master all the facts and state all your assumptions.  As in real life, irrelevant descriptive material is often present and you should sift though the data to determine the useful and critical/important  information.  Case analysis offers another similarity with reality in that sometimes, crucial information is missing.  In this instance, personal experience and knowledge may need to be sought out.  When you make an assumption, explain what it is and be prepared to defend them.


A good way to do a case study is to use the following approach


1.   Define the central issue(s)

2.       Select the pertinent areas of consideration

3.       Analyze the considerations and determine their relative importance

4.  Investigate other possibilities and critique what was done

5.  Make recommendations as if you are a consultant hired by the firm being studied.


The recommendations section of your case study is where you show your ability to think strategically and apply the case material and concepts we are studying.  This is the section where you should give the most focus.


You can use literally any resources in doing a case study except another student’s (past or present) paper.  I look for three things in a case study:


1.  Is it clearly written and easy to follow (i.e. well organizes)?

2.                  Is it concise?  Is all the information being presented relevant and germane to the subject(s) being discussed?

3.                  Is it creative?  Did you come up with a solution that shows both creativity (out of the box thinking) and sound judgment?





I will give you graded feedback on all graded assignments at the class following the one where you submitted your paper(s).  I.E., if you hand in a paper on Tuesday, I will return it to you on Thursday.  If you hand in one on Thursday you will get it back the following Tuesday.  I will try to make my comments relative, informative, and helpful to facilitate your understanding of the concepts and also to give you my assessment of your critical thinking skills.




I reserve the right to deduct up to 20% of an assignment’s value for each day an assignment is late.


Similarly, I reserve the right to refuse to accept any late assignments if it is more than 5 days late unless we have negotiated and mutually agreed upon an alternative submission date--in advance.




I do not grant "incompletes" in my courses, unless you give me a reason I have never heard before in all my 32 years of teaching.  Translated:  “I’ve heard them all, so don’t count on getting an “incomplete”.




Effective responses to weekly discussion questions, problems and case studies should be well thought out and easy to read and follow.  Spelling, grammar, word choices and punctuation all will be considered in the grade you receive on an assignment. I have no minimum or maximum length on any assignment.  However, if your paper didn’t cover the question, problem, or case study or if it was too lengthy and wandered then you will lose points.




As graduate students you are all well aware that academic honesty is highly valued at the Anderson School of Management. A student must always submit work that represents his or her original words or ideas. If any words or ideas are used that do not represent the student"s original words or ideas, the student must cite all relevant sources. The student should also make it clear the extent to which such sources were used. Words or ideas that require citation include, but are not limited to, all hard copy or electronic publications, whether copyrighted or not, and all verbal or visual communication when the content of such communication clearly originates from an identifiable source. All submissions to any public meeting or private mailboxes fall within the scope of words and ideas that require citations if used by someone other than the original author.




If you are a qualified person with disabilities who might need appropriate academic adjustments, please communicate with me as soon as possible so then we many make appropriate arrangements to meet your needs in a timely manner.  Frequently, we will need to coordinate accommodating activities with other offices on campus.  Course materials can be made available in alternate formats.


It is expected that you will respect others by not using communication devices during the class period.  I.E. if you cell phone rings, I confiscate it until the end of class.


Any violation of the Student Code of Conduct will be taken very seriously and appropriate sanctions will be applied.  Violations include: plagiarism, exam misconduct, etc.  Please refer to the UNM Pathfinder for additional information.



























574 or <



Total Possible Points for Individual Assignments:  680

Total Possible Points for the Final Exam                200

Total Possible Points for the Group Project:               220:

Total Possible Points for Participation:                             100

Total Possible Points for the Course:                                     1200


Note:  Grades will be based on an 1100 point basis.  This means that you have 100 points to “play with”.



1.    To understand the nature of services and its marketing.

2.  To develop techniques and approaches to improved service marketing in a       global environment.

3.    To increase awareness of customer expectations.

4.    To understand the financial and economic impact of service quality.

5.    To understand the importance of integrated services marketing communications.

6.    To understand customer-defined service standards.


发表于: 2005-11-09 20:25 肖利华 阅读(1036) 评论(0) 收藏 好文推荐