Description
Description
This course deals with a firm's Operations management Function, with emphasis on service Organizations. It examines Critical Competitive and strategic issues pertaining to service Operations management. A sampling of topics addressed includes service facility design, layout, and Location, service quality, managing queues, managing capacity and demand, the service encounter, Forecasting and project management. A wide survey of service industries will be studied including healthcare, financial services, Consulting, entertainment, hospitality, airlines, higher education, and environmental services.
Lab and Tutorials
The course requires Practice and problem solving training during tutorials.
Literature
Service Operations management: improving Service Delivery by Robert Johnston, Graham Clark, Michael Shulver, 4th edition.
