SEEM4670 Service Systems

Course Code and Name: SEEM4670 Service Systems
Course Objectives:

Our goals are to develop the necessary mathematical models and engineering techniques and to apply these tools for real-world applications to optimize the service systems. The techniques that we will develop are both theoretical and practical. The topics covered in this course include queueing theory, simulation, and optimization. Spreadsheets will be used to implement our methodologies for the applications. Service systems in various industries, including logistics and supply chain, airline, and healthcare, will be discussed.
Course Outcomes:

By the end of the course, students:
* should be familiar with key performance metrics in service systems, e.g., resource utilization, customer waiting time, queue length, and service coverage;
* will be able to apply queueing theory, simulation, and optimization to enhance performances of service systems;
* will be proficient in developing tools with spreadsheets and computational programmes to analyze systems and aid decisions for practical problems.
Programme Outcomes:
(P1) The ability to apply knowledge of mathematics, science, and engineering appropriate to the degree discipline (K/S)
(P2) The ability to design and conduct experiments, as well as to analyze and interpret data (K/S)
(P3) The ability to design a system, component, or process to meet desired needs within realistic constraints, such as economic, environmental, social, political, ethical, health and safety, manufacturability and sustainability (K/S)
(P4) The ability to function in multi-disciplinary teams (S/V)
(P5) The ability to identify, formulate, and solve engineering problems (K/S)
(P6) The understanding of professional and ethical responsibility (V)
(P7) The ability to communicate effectively (S)
(P8) The ability to understand the impact of engineering solutions in a global and societal context, especially the importance of health, safety and environmental considerations to both workers and the general public (V)
(P9) The ability to recognize the need for, and to engage in life-long learning (V)
(P10) The ability to stay abreast of contemporary issues (S/V)
(P11) The ability to use the techniques, skills, and modern engineering tools necessary for engineering practice appropriate to the degree discipline (K/S)
(P12) The ability to use the computer/IT tools relevant to the discipline along with an understanding of their processes and limitations (K/S/V)
(P13) The ability to apply the skills relevant to the discipline of operations research and information technology and their applications in engineering and managerial decision making, especially in financial services, logistics and supply chain management, business information systems, and service engineering and management (K/S)

K = Knowledge outcomes
S = Skills outcomes
V = Values and attitude outcomes