Service Management: Integrating Strategy, Operations, and Technology

ABOUT THE COURSE: Services are central to the economic activity in any society; and service sector plays an important role in the economies of nations and in world commerce. No economy can function without services such as transportation, communication, utility, emergency, and government services, and so on. Service sector accounts for majority share of GDP (more than 80%) of developed nations, and has also the largest share of total employment. Services touch the lives of every individual every day. Service Operations Management has developed as a professional discipline having its own body of knowledge and skills.The objective of this course is to familiarize the students to the strategic and operational aspects of managing services; and help them to acquaint with the service management tools and techniques, and enhance their skills in managing and improving services. It would also provide them a holistic view of service management covering new service design and delivery, improve service quality, manage service capacity and demand, service inventory, and service projects to mention a few.INTENDED AUDIENCE: Management students (BBA, MBA); Professional courses such as Hospitality, Tourism, Utility, Transportation, Communication, Banking, Health care services etc.; Academics, Practicing Managers and Professionals at various levels.PREREQUISITES: Must be a graduate with background in Mathematics/Statistics, Operations Research, Operations ManagementINDUSTRY SUPPORT: All service-oriented organizations be it Government or non-Government, profit or non profit, business or charity such as hospitality, tourism, transportation, communication, education, health care, banking and finance, repair and maintenance, utility, IT, and others need Service Management for improved design and delivery, customer satisfaction, and sustained competitive advantage.

Week 1:Role of Services in an Economy and nature of services
Week 2:Service Strategy and Managing Service Issues
Week 3:New Service Development - Service system design
Week 4:Service Encounter and Role of Technology
Week 5:Service Facility Layout and Design
Week 6:Managing Service Quality
Week 7:Process Improvement; Service supply Relationships; Globalization of Services
Week 8:Service Facility Location Planning
Week 9:Managing Service Capacity and Demand
Week 10:Service Capacity Planning and Queuing model
Week 11:Managing Service Inventory
Week 12:Managing Service Projects