EHL Course Catalogue 2011-2012 - Ecole Hôtelière de Lausanne

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
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