Management of Service Operations


Course Description:
The service sector has become the dominant sector in the global economy, yet productivity growth in the service sector has consistently lagged that of the manufacturing sector. Consequently, there is a big opportunity for service firms to better manage their operations. Service operations differ fundamentally from manufacturing operations. For example, customers are often present and can participate in the delivery of a service. The course focuses on three aspects of managing service operations: design of service delivery systems, management of service capacity and demand, and service quality and growth. The course uses a mix of lectures, cases, and simulations. The course covers a wide variety of service settings. Grades are based on class participation, a simulation, two case write-ups (done in groups), and a group project. Prerequisite: MGT 371. [2]

2 Credit(s)

Please Note: Not all courses are scheduled each semester. Complete class schedules are available upon enrollment.