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