Syllabus

Course Contents:
Fundamentals of services: Service Operations Concept, Service Organization as a System, Service Strategy Formulation, Basic and Integrative Elements of Strategic Service, Field Service and Customer Satisfaction.
Building the Service System: Field Service Management, Service Manpower Planning and Scheduling, Linking Operations Decisions to Business Performance, Performance Measurement and Management.
IT enabled Customer Service: Networks, Technology and Information, Operational Complexity, World Class Service, Driving Operational Improvement, Technology in services . Customer Relations and Managing Service Operations: Customer and Supplier Relationships, Customer Expectations and Satisfaction, Customer Service Evaluation, Managing Supply Relationships. Tools and Techniques for Managing Service Operations. Service Operation Strategy: Service Culture, Service Processes, Service People, Resource Utilization, Managing Strategic Change.

Services play an important role in the economy – no matter how developed or developing the economy is. It has been estimated that about two third of the world GDP comes from the services. In addition to the "pure" service sector (restaurants, airlines, banks, etc.), many manufacturing firms are becoming increasingly service oriented as they seek to gain a competitive edge. Service operations management concerns the design, planning, direction and control of all the facilities, processes and required activities to transform labour, capital, materials, energy, and skills into performance and delivery of service.

The emphasis of the course is to help students to bridge the best practices in designing and managing service operations leading towards high quality service standards.

Fitzsimmons, J. A., and Fitzsimmons, M. J. (2013), Service Management: Operations, Strategy, Information Technology. McGraw-Hill Higher Education. • Johnston, R., and Clark, G. (2008). Service Operations Management: Improving Service Delivery., Pearson Education.

Johnston, R., and Clark, G. (2008)., Service Operations Management: Improving Service Delivery., Pearson Education.

Cengiz, H., and Render, B. (2013)., Service Management, Student Workbook: An Integrated Approach to Supply Chain Management and Operations., Pearson Education.

Wright, J. N. (1999)., The Management of Service Operations., Cassell.