De La Salle University - Manila

Bachelor of Science in Industrial Management Engineering minor in Service Management (BS IME-SM)

Another area of need that has evolve specially here in the Philippines is the growth of the service industry which is made up of Call Centers, Health Care, Public Service, Retail, and even Food Services. In fact, manufacturing a product of high quality is no longer the only requirement of a satisfied consumer. It is also imperative that a good product comes together with very good after sales service.

Objectives for BS IME-SM

• To train students who will combine the knowledge of designing and improving service processes that would emphasize on productivity and quality.
• To train students to rigorously make use of quantitative techniques in analyzing and designing service operations.
• To train students who will have the passion to engage in improving the service and its delivery.
• To train students to understand the critical service operations in Call Center Operations, Health Care Operations, Food Service Operations, Public Administration, Airport Operations, and Finance and Banking Operations.

Program Description

The program combines the training of Industrial Engineering, which emphasizes on designing and improving processes that would have high productivity leading to quality products and services, with different service operations such as Food Service Operations, Retail Operations, Call Center Operations, Airport Operations, Health Care Operations, and Public Services. It seeks to train students to emphasize on quantitative analysis involving the conceptualization, design, creation, and delivery of services that would lead to minimal waste in time, money, materials, and energy.

Skills Required

Applicants must have a high interest and proficiency in mathematics, and comfortable in using computers.

Course Description

The course offerings are divided into major course and minor courses. The main difference between BS IME-IT and BS IME-SM only exist in the minor courses:

Major Course Description

All major courses under the BS IME-SM program are the same courses taken up by the BS IE student except for the electives.

Minor Course Description for BSIME-SM

Introduction to Service Management (3 units)
This course is an introduction to the management of services. The general classification of services will be discussed.

Call Center Management (2 units)
This course discusses thoroughly the issues in call center operations. Appropriate IE tools to solve the problems in these areas will be discussed. The trends and studies done in these areas will be used as basis of discussion.

Banking and Financial Services Management (2 units)
This course covers banking operations and practices of different financial institutions. The emphasis of the course is more on operations and its products.

Food Service Management (2 units)
This course discusses in detail the issues in basic food creation, storage, and delivery. Discussions on the use of facilities planning tools and statistical tools will be covered.

Healthcare Management (2 units)
This course focuses on the problems currently faced in the area of health care management, which also covers public health care. The application of IE tools, such as methods improvement and optimization will be tackled in the context of these two services.

Retail Management (2 units)
This course discusses in detail the issues in financial service and food service management. Optimization tools that may be employed in these areas will be tackled.

Operations Planning and Control (3 units)
This course is an introduction to the concepts, quantitative techniques, and the decision-making process in the planning and control of production systems centering on demand forecasting, capacity planning, inventory management, material requirements planning, introduction to Just-in-Time concept, scheduling and aggregate planning.

Career Options

Aside from being able to pursue a career as an Industrial Engineer, Operations Research Analyst, Inventory Control Analyst, Facilities Engineer, Ergonomics Auditor and Analyst, Methods Engineer, Production and Warehouse Managers, Production and Operations Manager, Quality Control Officers, Supply Chain Analyst, and Human Resource Officer, graduates of this program are to have a career or become entrepreneurs in Restaurant Services, Selling and Retail Operations, Call Center Operations, Health Care Management, Public Administration and Services, and Airport Operations Management.