Service Engineering and Management

ISM 270: Service Engineering and Management

TIM/UNEX 270 is a graduate level course in the emerging field of Service Engineering. We cover both traditional service enterprise management issues, such as process quality control and facility location optimization, as well as recent technological developments such as web programming that are reshaping the landscape of service industries. Executives must design service delivery strategies that maximize performance in both the physical marketplace and the virtual marketplace.  This class will provide students with the quantitative tools needed to succeed in this competitive arena.

Includes lectures, case studies, guest speakers from industry, labs and homeworks, and a choice of final projects.

This class is offered both at UCSC main campus and at the Silicon Valley Center at Santa Clara. Classes will be telecast between the two locations.

Analytical Methods

  • Linear Programming
  • Data Envelopment Analysis
  • Statistics for Forecasting
  • Capacity Management and Queueing Theory
  • Project Management Under Uncertainty
  • Theory of Service Supply Chains


6pm – 9pm Wednesday evenings

Silicon Valley Center room 303


Baskin Engineering room 156


Spring Quarter 2012, April 4 – June 6


Ten weeks, meeting once per week for three hours.  A typical class will involve lecture, discussion and a guest speaker.


Analytical undergraduate degree (engineering, science, mathematics, economics)

Course Materials

  • The required textbook is Service Management: Operations, Strategy, Information Technology, by James and Mona Fitzsimmons.  McGraw-Hill/Irwin, seventh edition, 2011.
  • Students need access to a PC running Windows XP and Microsoft Excel. 
  • Classes are also recorded and available at


Kevin Ross

Assistant Professor

Baskin School of Engineering, UCSC

Phone:  (831) 459-1878


Web Page:


Instructors and Assistants