
Credit Unit 2 moves from the leading edge to operation best practices. The interdependency of operations and information systems is a continuing theme. This Credit Unit links strategies for both service management and new service development to information system resources. Module 2 explores using enterprise resource planning (ERP) to create an integrated data platform for service management.
Course Outcomes:
- Conceptualize business operations as processes.
- Model simple business processes in terms of the actors and activity sequences involved, the data flowing through those sequences and the dependencies between data and business activities.
- Recognize probabilistic components of business processes and assign distributions to these components.
- Characterize business processes in terms of their key operations characteristics; e.g.,productivity, efficiency, service quality, sustainability, time and costs associated with waiting, material volume and service/product customization.
- Formulate improvements to observed processes and estimate the effects of these improvements with the help of simulation.
- Identify the role of information systems in business processes; e.g., recognize and specify where information technology can be applied; recognize the role of Enterprise Resource Planning (ERP) systems.
- Recognize the interdependence of business processes within and across organizational boundaries.