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  • Service Operations Management

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    santhosh kumar t m
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    This module provides a 3 credit course on Service Operations Management over 48 teaching hours. It covers 7 topics: 1) Introduction to services, differences between service and manufacturing firms. 2) Service strategies, relationships with customers. 3) Managing capacity and demand through forecasting, flexibility. 4) Service design methodology, reliability, quality function deployment. 5) Role of technology in e-services. 6) Managing internal and external customers. 7) Measuring and improving service quality through models and approaches. The module uses teaching methods like quizzes, class exercises, case studies, problems, and assignments.

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    Оригинальное название

    137202565-Service-Operations-Management

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    This module provides a 3 credit course on Service Operations Management over 48 teaching hours. It covers 7 topics: 1) Introduction to services, differences between service and manufacturing firms. 2) Service strategies, relationships with customers. 3) Managing capacity and demand through forecasting, flexibility. 4) Service design methodology, reliability, quality function deployment. 5) Role of technology in e-services. 6) Managing internal and external customers. 7) Measuring and improving service quality through models and approaches. The module uses teaching methods like quizzes, class exercises, case studies, problems, and assignments.

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    © All Rights Reserved
    Скачайте в формате PDF, TXT или читайте онлайн в Scribd
    Отметить как неприемлемый контент
    174 просмотров1 страница

    Service Operations Management

    Загружено:

    santhosh kumar t m
    This module provides a 3 credit course on Service Operations Management over 48 teaching hours. It covers 7 topics: 1) Introduction to services, differences between service and manufacturing firms. 2) Service strategies, relationships with customers. 3) Managing capacity and demand through forecasting, flexibility. 4) Service design methodology, reliability, quality function deployment. 5) Role of technology in e-services. 6) Managing internal and external customers. 7) Measuring and improving service quality through models and approaches. The module uses teaching methods like quizzes, class exercises, case studies, problems, and assignments.

    Авторское право:

    © All Rights Reserved
    Скачайте в формате PDF, TXT или читайте онлайн в Scribd
    Отметить как неприемлемый контент
    из 1

    SMR 4.

    O1
    SERVICE OPERATIONS MANAGEMENT 3 Credits
    SOM
    MOD TEACHING OBJECTIVE OF TEACHING
    NO. DETAILED SYLLABUS HOURS THE MODULE METHODOLOGY

    INTRODUCTION TO SERVICE
    OPERATIONS –
    Nature of services- service package, Distinctive
    1 characteristics of services ,Difference between 4 Quiz
    service firm and manufacturing firm, Role of
    Service Operations Manager

    SERVICE STRATEGIES – nature of services,


    2 relationship with customers, customization, nature 8 Class Exercise
    of demand and supply, method of service delivery
    MANAGING CAPACITY & DEMAND –Service
    demand forecasting, Understanding the demand
    patterns, Strategies for matching capacity and Case study and
    3 8
    demand, managing service capacity, Workforce problems
    flexibility, benefits and risks of Yield Management,
    strategies for waiting line management
    SERVICES DESIGN- characteristics and
    methodology, concept of Taguchi Loss function,
    Assignment and
    4 calculation of system reliability, concept and 10
    problems
    application of QFD, elements of service delivery
    system design, Service layout.
    SERVICES TECHNOLOGY – Advantages of
    5 technology, e-services 6 Case study

    PEOPLE MANAGEMENT- internal customer


    6 and external customers 6 Case study

    SERVICE QUALITY – Criteria, models, quality


    7 measurement, approaches to improve quality 6 Case study

    Total Credits 48 Hrs

    Text Books: Service Management: Operations, Strategy, Fitzsimmons, James A., And Mona J.
    Fitzsimmons: Irwin Professional PUB; 4th Edition (March 2004)

    Recommended Books :
     Fitzsimmons, James A., and Mona J. Fitzsimmons., Service Management: Operations, Strategy,
     Johnston, Robert, and Graham Clark, Service Operations Management: Improving
    Service,
     Information Technology, (6th ed.), McGraw-Hill/Irwin, 2006

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