This course will focus on the variety of tasks involved in managing service operations within both the “pure” service sector companies and the service functions of manufacturing firms. The course is designed for students who plan to work as managers in service firms. It will also be of value to individuals who need to understand and evaluate service organizations from an external perspective. The course will explore the following topics: strategic service vision, design and delivery of services, managing capacity and demand, service quality and productivity, customer service management, technology in service operations and globalization of services. The course will also develop hands-on understanding of some powerful analytical techniques including process analysis, waiting line models, simulation and yield management. Prerequisites: Management Decision Analysis and Operations Management.
