Managing Serv Operations

Catalog description

The service sector is the largest component of all developed economies. Yet, recent evidence suggests that productivity in service firms has substantially lagged that in the manufacturing sector and customer satisfaction with service firms has been steadily declining. This course compares service and manufacturing organizations, exposes students to major issues involved in designing and managing service delivery systems, and demonstrates how quantitative and qualitative methodologies can be used to improve quality and productivity in service organizations. Operating issues related to both the "pure: service sector (e.g., banking, health care, travel and tourism, telecommunications, transportation) and service functions of the manufacturing sector (e.g., customer service, financing, and information management) will be examined. Prerequisite: BMBA 8019 or permission of the instructor. Offered: Irregularly.