SERVICE OPERATION MANAGEMENT (2 Credits)

Learning Outcomes:

On successful completion of this course, students will be able to: Define the basic knowledge of service operations management; Discuss the need of organization for service operations management; Analyze service operations management in any kind of organization.

Topics:

1. Introduction to Service Operations
2. The World of Service
3. Service Strategy
4. Service Concept
5. Customer Relationships
6. Service Quality
7. Designing the Customer Experience
8. People in the Service Operation and Service Culture
9. Service Supply Networks and Design Service Process
10. Managing Service Performance, Service Resources and Capacity
11. Service innovation and Service Improvement
12. Learning from Problems
13. Learning from other operations