Service Operations
Course Name:
Service Operations (SM841)
Programme:
MBA
Semester:
Third
Fourth
Category:
Elective Courses (Ele)
Elective Courses (Ele) Group 4: Operations
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:
Humanities, Social Sciences and Management
