EHL Course Catalogue 2011-2012 - Ecole Hôtelière de Lausanne

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Thirdly, this unit has a particular focus on Customer Relationship Management (CRM) and Management Information Systems (MIS). It examines the impact of technology upon the individual and organizations, considers the competitive and organisational implications, technology evolution and the quality control of information systems sources and the related services. � Objective After successful completion of the unit, students will be able: � To use information management systems and ICT to identify, prioritize and manage customer value opportunities and needs � To select appropriate information resources and services to assess and monitor performance, appraise and review company and customer-facing activities. MODULE: SERVICE PROCESS MANAGEMENT In this module, students will learn how to analyze, manage, and improve service processes throughout the value chain, ultimately to add value to the firm. Students will apply the tools needed for decision-making in operations management to optimize key drivers: costs, revenues, customer satisfaction, and productivity. They will be able to diagnose the supply chain management (SCM) of a firm, propose better operations solutions and plan production according to the value chain selected in a total quality management (TQM) environment. They will be able to measure the impact of their decisions, including new investments and reorganization of day-to-day operations, on value creation. Upon successful completion of this module, students will have a general overview of all organizational processes and will be able to optimize individual processes using operations management tools, while keeping a strategic organizational viewpoint. They will have analyzed and diagnosed different supply chains and will have solved simple problems related to logistics. They will have managed inventories and planned and designed complex production. They will have applied all the theoretical models in a hands-on, integrative hospitality project. 8231IC – Service operations management 40 hours of contact – 4 US quarter credits – 6 ECTS credits � Summary As a manager, you need to know what exactly your service is offering your customers and how it does so. Are you operating the business according to your own standards? Do you have enough employees at the correct positions in your establishment? Should you order the raw materials needed now or should you wait until later? Are your customers waiting too long to be served? Students will be able to answer these questions by the end of this unit. Students will practice operations management methods and techniques. They will build and apply models to solve problems identified in process management. Students will learn and implement service mapping, analysis of bottlenecks, quality management, basic quantitative tools, inventory management techniques, management of queuing, optimization techniques with special examples in marketing, production & operations management, work scheduling, assignment, delivery, and capital budgeting problems. They will develop a quantitative approach to decision-making for the effective Ecole Hôtelière de Lausanne – Course Catalogue Page | 32
planning, organization and control of all resources and activities needed to offer a service through optimal process design. � Objective Upon successful completion of this unit, students will have acquired a knowledge of operations management tools and techniques which are mainly used in manufacturing industries and transferred them to services, both in strategic planning and day-to-day operations. In applying these tools to services, they will have measured their impact on key drivers - costs, revenues, customer satisfaction and productivity. 8233IC – Hospitality processes 30 hours of contact – 3 US quarter credits - 3 ECTS credits � Summary Students will deal with problems relating to the strategic and operational management of the logistics chain or, more broadly, with supply chain management (SCM) in the hospitality industry. They will address various issues concerned with procurement, production, distribution, inventory management, etc. To resolve them, they will apply simple mathematical tools derived from manufacturing industry, and so optimize financial, human and material resources at all levels of the value chain. � Objective After passing this unit, the student will be able to: - Assess/evaluate every internal or external component of the supply chain, in a specific hospitality context. - Determine and quantify the impact of supply chain processes on value creation. - Propose solutions designed to optimize the logistic chain, production and distribution. 8230IC – Processes and information systems 30 hours of contact – 3 US quarter credits – 3 ECTS credits � Summary This course introduces the student to the strategic significance of information technology in today‟s hospitality industry and the consequences of new technological developments in the areas of reservations, research and design, security and energy systems, offsite processes, in-room technology, etc. � Objective Upon successful completion of this unit, students will be able to assess the processes in an organisation and to propose innovative IT solutions in order to optimise operations, reduce costs and maximise profitability.
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CAPSTONE PROJECT - Master Business
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EHL Course Catalogue 2011-2012 - Ecole Hôtelière de Lausanne

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