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Service Operations Management

This document provides details about a service operations management module, including its objectives, teaching hours, methodology, and textbooks. The module is 3 credits and includes 48 hours of teaching over 8 weeks. It covers topics like the nature of services, service strategies, managing capacity and demand, service design, service technology, people management, and service quality. Assessment includes quizzes, class exercises, case studies, problems, and assignments. Recommended textbooks are provided.

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Shashank Burde
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© Attribution Non-Commercial (BY-NC)
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Download as DOCX, PDF, TXT or read online on Scribd
593 views

Service Operations Management

This document provides details about a service operations management module, including its objectives, teaching hours, methodology, and textbooks. The module is 3 credits and includes 48 hours of teaching over 8 weeks. It covers topics like the nature of services, service strategies, managing capacity and demand, service design, service technology, people management, and service quality. Assessment includes quizzes, class exercises, case studies, problems, and assignments. Recommended textbooks are provided.

Uploaded by

Shashank Burde
Copyright
© Attribution Non-Commercial (BY-NC)
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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SMR 4.

O1 SOM
MOD NO.

SERVICE OPERATIONS MANAGEMENT


DETAILED SYLLABUS
TEACHING HOURS OBJECTIVE OF THE MODULE

3 Credits
TEACHING METHODOLOGY

INTRODUCTION TO SERVICE OPERATIONS Nature of services- service package, Distinctive characteristics of services ,Difference between service firm and manufacturing firm, Role of Service Operations Manager SERVICE STRATEGIES nature of services, relationship with customers, customization, nature of demand and supply, method of service delivery MANAGING CAPACITY & DEMAND Service demand forecasting, Understanding the demand patterns, Strategies for matching capacity and demand, managing service capacity, Workforce flexibility, benefits and risks of Yield Management, strategies for waiting line management SERVICES DESIGN- characteristics and methodology, concept of Taguchi Loss function, calculation of system reliability, concept and application of QFD, elements of service delivery system design, Service layout. SERVICES TECHNOLOGY Advantages of technology, e-services PEOPLE MANAGEMENT- internal customer and external customers SERVICE QUALITY Criteria, models, quality measurement, approaches to improve quality Total Credits

Quiz

Class Exercise

Case study and problems

10

Assignment and problems

5 6 7

6 6 6 48 Hrs

Case study Case study Case study

Text Books: Service Management: Operations, Strategy, Fitzsimmons, James A., And Mona J. Fitzsimmons: Irwin Professional PUB; 4th Edition (March 2004) Recommended Books :
Fitzsimmons, James A., and Mona J. Fitzsimmons., Service Management: Operations, Strategy, Johnston, Robert, and Graham Clark, Service Operations Management: Improving Service, Information Technology, (6th ed.), McGraw-Hill/Irwin, 2006

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