BA9274-Services Operations Management |
UNIT – I INTRODUCTION |
Importance and role of Services -Nature of services -Service classification Service Package
Service Strategy -Internet strategies - Environmental strategies. |
UNIT – II SERVICE DESIGN |
New Service Development - Designing the Service delivery system: Service Blue-printing -
Managing Service Experience - Front-office Back-office Interface - Service scape – Implication
for Service Design |
UNIT – III SERVICE QUALITY |
Service Quality- SERVQUAL, -Gap Model -Complaint management - Walk-through Audit -
Service Recovery - Service Guarantees - Service Encounter. |
UNIT – IV OPERATING SERVICES |
Service operational planning and control -Process Analysis - Process Simulation -Service
Facility Location -Capacity Management in Services – Queuing models - Waiting Lines –
Simulation - Yield management. |
UNIT – V TOOLS AND TECHNIQUES |
Inventory Management in Services – Retail Discounting Model - Newsvendor Model - Vehicle
Routing and Scheduling -Productivity and Performance measurement - Data Envelopment
Analysis (DEA) -Scoring System – Method for customer selection. |
Text Books |
1. James A. Fitzsimmons, Mona J. Fitzsimmons, Service Management – Operations,
Strategy, Information Technology, Tata McGraw – Hill Edition 2006.
2. Richard Metters, Kathryn King-Metters, Madeleine Pullman, Steve Walton
Service Operations Management, South-Western, Cengage Learning, 2006.. |
Reference Books |
1. Cengiz Haksever, Barry Render, Roberta S. Russell, Rebert G. Murdick, Service
Management and Operations, Pearson Education – Second Edition.
2. Robert Johnston, Graham Clark, Service Operations Management, Pearson Education,
2005. |