Service Operations

Course Name: 

Service Operations

Programme: 

MBA

Semester: 

Third

Category: 

Elective Courses

Credits (L-T-P): 

(3-0-0) 3

Content: 

Introduction, the service concept, customer and relationships, customer expectations and satisfactions, managing supply relations, service processes, service people, resource utilization, network technology and information, performance measurement, linking operations decisions to business performance, driving operational improvement, service strategy, service culture, operational complexity.

References: 

1. Robert Johnston and graham clark, Service Operations Management,2nd Edition, Pearson.
2. Bill Hollins& Sadie Shinkings, Managing service operations design and implementation.

Department: 

School of Management
 

Contact us

K B Kiran, Professor and Head
School of Management, NITK, Surathkal
Srinivasanagar P.O, Mangalore - 575025
Karnataka, India.

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