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Level 5 Diploma in Tourism and Hospitality Management

Operations Systems and Process Design

THM502 · Operations Management — Week 3 of 16

CourseTHM502
Week3 of 16
SemesterI
TutorOnline in the course chat

This week’s topics

Operations Systems and Process Design

  1. Service blueprinting
  2. Customer touchpoints and line of visibility
  3. Capacity planning and queuing theory
  4. Process layout in hotels and restaurants
  5. Lecture 4 Product and Service Design
  6. Lecture 6 Process Selection and Facility Layout
  7. Lecture 5 Strategic Capacity Planning for Products and Services

What you will be able to do

  • 2.1 Explain how systems design and process design relate to the tourism and hospitality industry.

Activity

Start with this week’s 3 videos, then: Seminar, guided reading and a short written task: explain how systems design and process design relate to the tourism and hospitality industry.

Study materials

Videos

  • Lecture 4 Product and Service Design · YouTube · Eddy Witzel · 42 min · for registered students
  • Lecture 6 Process Selection and Facility Layout · YouTube · Eddy Witzel · 23 min · for registered students
  • Lecture 5 Strategic Capacity Planning for Products and Services · YouTube · Eddy Witzel · 26 min · for registered students

Further resources

  • Operations Management (Fanshawe), ch. 10: Layout Strategy and Design · Reading · Other, textbook chapter; PDF pp. 399–440 · for registered students
  • Operations Management (Fanshawe), ch. 8: Capacity Planning & Management · Reading · Other, textbook chapter; PDF pp. 331–376 · for registered students
  • Exploring Business, ch. 11: Operations Management in Manufacturing and Service Industries · PDF · Saylor Academy, textbook chapter; PDF pp. 565–614 · for registered students
Materials marked “for registered students” open in the student portal, which is set up as soon as you receive final acceptance.
Week 2Week 4
Course chat

Admitted students ask questions on this week’s page in the student portal: an AI assistant trained on the course answers first, and during the course’s timetabled classes Connect to your tutor brings your tutor into the chat, who may start a call if needed.

Open this week in the portal
Course plan
  • Week 1: Evolution and Foundations of Operations Management
  • Week 2: Strategic Operations and Competitive Advantage
  • Week 3: Operations Systems and Process Design
  • Week 4: Product and Process Innovation in Hospitality
  • Week 5: Supply Chain and Logistics Management
  • Week 6: External Operational Environment and Sector Comparison
  • Week 7: The Virtual Marketplace and Digital Operations
  • Midterm: Midterm evaluation
  • Week 9: Fundamentals of Visitor Attraction Management
  • Week 10: Visitor Attractions and Destination Development
  • Week 11: Management and Control Systems in Visitor Attractions
  • Week 12: Applying Operations Management in practice: case studies
  • Week 13: Assignment workshop: research, planning and referencing
  • Week 14: Assignment workshop: drafting, feedback and improvement
  • Week 15: Review and coursework completion
  • Final: Final assessment and submission
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