Services Management
Course Name:
Services Management (MBA8G10)
Programme:
MBA
Category:
Elective Courses
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:
James A. Fitzsimmons, Mona J.Fitzsimmon , Service Management , Tata McGraw Hill
Department:
School of Management
