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SYLLABUS
Services Management
Objectives:
This course guides students confronting operational issues in service management, whether from a general management
perspective or a specialist's perspective.
It also exposes the student to the different measures and parameters which can improve the effectiveness of service.
S. No. Description
1. Service Operations Management, the Service Concept, Importance of Services in the Economy, Nature/
Characteristics of Services
2. Service Strategy and Market Positioning, Services Planning
3. Delivering Services on the Web, Role of Internet in Services, Cost Drivers, Internet Service Design
4. New Service Development and Process Design, Innovation, Design and Tools
5. The Service Encounter, Service Experiences, Creation and Evaluation
6. Service Quality and Customer Loyalty
7. Creating a Service Culture
8. Performance Measurement in Services
9. Service Process Analysis
10. Yield Management and Capacity Management in Services
