First Semester

Service Operations Management

Course Objectives

The course aims at providing an understanding of service operations with emphasis on the quantitative methods of Operations Management, as they apply to the service sector of the economy.

Course Description

Introduction to Service Operations Management. Understanding the nature and role of services in modern economy.  Service strategy.

Designing the service enterprise: new service development and service encounter, quality in services, the dimensions and cost of quality, tools for quality analysis and process improvement, facility location.

Managing service operations:  managing capacity and demand, yield/revenue management, managing waiting lines, features, taxonomy, and optimization of queueing systems, managing service projects.

Suggested Textbooks

  • Fitzsimmons, J.A., Fitzsimmons, M.J. and S.K. Bordoloi, Service Management, 8th ed., McGraw-Hill, 2014.
  • Cachon, G. and C. Terwiesch, Matching Supply with Demand – An Introduction to Operations Management’, 3rd International Edition, McGraw-Hill, 2013.


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