HMPRBA-OSM-402: SERVICE OPERATIONS MANAGEMENT

This course addresses the strategic and operational aspects of managing service systems. In addition
to discussing the design and operational control of service operations, specific issues pertaining to
certain sectors of the service industry are also addressed.

UNIT I: Introduction to Service Operations; Understanding Services Economy; Global trends in
Services Sector; Changing paradigms in Competitiveness of services; Services Manufacturing
Continuum; Role of services in manufacturing firms; Recent trends in manufacturing

UNIT II: Service Strategy; developing an overall vision for the service system; Developing a
service strategy; Service Positioning & Implications for Service Delivery Design

UNIT III: Service System Performance

UNIT IV: Managing Waiting delivery design; service Process; service People, Resource
utilization; Forecasting Demand for services; Capacity issues in service systems; Notion of
capacity, Capacity build up strategies; Capacity Vs lines; Queuing Theory Applications in Service
Systems; Simulation as a tool for design of services; Use of simulation software for modeling;
Resource Management in services; Models for Manpower Planning.

UNIT V: Global Services Delivery Models in Practice in IT/ITES and Financial Sectors; Risk &
Security issues in Financial Services Sector; Role of technology; Services Management in various
sectors

Caselet (Not Exceeding 200 Words)

Activity: Prepare a report on the importance of service operations of successful companies.

Text Book

Robert, Graham Clark. Service Operations Management: Improving Service Delivery, 2/e. Pearson
Education.

Reference Book:
B002885VD8
Fitzsimmons, J.A. and Fitzsimmons, M.J. Service Management,
Mc Graw Hill International Edition (2006).

Journals

1. European Journal of Operational Research
2. Journal of Operations Management
3. Journal of Revenue and Pricing Management.
4. Journal of Business Research
5. IIMB Management Reviews
6. Purchasing and Supply Management