Services Management
Course Name:
Services Management (SM870)
Programme:
MBA
Semester:
Third
Fourth
Category:
Elective Courses (Ele)
Elective Courses (Ele) Group 6: General Electives
Credits (L-T-P):
(3-0-0) 3
Content:
Introduction to service operations - nature of services, strategy and positioning - designing service operations - technology and its impact on services - design and development of services and service delivery systems - work measurement, locating facilities, designing their layout - managing service operations - capacity planning and waiting line management (queuing) - managing capacity and demand - improving service processes – use of tools for process improvement - project presentations
References:
1. James A. Fitzsimmons, Mona J.Fitzsimmon , Service Management , Tata McGraw Hill
Department:
Humanities, Social Sciences and Management
