Service and Operations Management

Catalog description

This course will focus on the various aspects involved in the management of service operations within the "pure" service sector (e.g., banking, transportation, travel and tourism) and within the service functions of manufacturing (e.g., after-sales support, financing). In addition to providing an overview of the role of services in the economy and within the functioning of various enterprises, this course will explore some of the following topics: design and delivery of services, the measurement of productivity and quality, managing capacity and demand, quality management redesign of service delivery processes, management of technology, and managing human resources. The course explores the dimensions of successful service firms and helps students discover entrepreneurial opportunities. Prerequisite of GBA 510, 511, 512, 513, 515, 516, and 517 are required.