Operation of Service Systems

Learning Outcomes

Upon completion of the course, students will be able to:  Explain the role of service in economy, its nature and service strategy concept; Describe productivity and performance measurement concepts in service industry; Summarise service enterprise concepts-design; Apply facility location technique on given situation; Use a variety of forecasting techniques; Apply managing service operation concepts on given situation.

Topics

1. Understanding Services
2. Operation and Productivity of Service
3. Designing the service enterprise
4. Service facility location
5. Forecasting Demand for Services
6. Managing Capacity and Demand
7. Managing Waiting Lines
8. Capacity Planning and Queuing Models
9. Managing Facilitating Goods
10. Service Supply Relationship.