Service Operations Managemen

Name Semester
Simon Jacob C Fourth
About the Course

The service sector emerges as an important sector in the information era. This course emphasizes the
order to differentiate the service rendered by a firm. The importance of formulating service strategy,
managing queue, revenue and yield management have discussed in this course to support decision-m

Course Learning Objectives mapped to Programme Learning Objectives (PLOs)

The key objective of this course is to acquaint the future managers with decision making in planning
operations by applying qualitative information, tools/ techniques)The candidates are expected to app
emerging service economy in India.The candidates are also expected to
(1) Appreciate the role of service quality and operations in the era of service competition and to take
(2) Describe the role and importance of services sector in an economy to plan and deliver service wi
(3) Describe the features of experience economy to make the make the service operation effective- (

Mapped PLO
PLO 1a : Our graduates will be able to identify a business problem and its relevant stakeholders.
PLO 1b : Our graduates will be able to apply appropriate quantitative tools and techniques to analyse
Session Plan Introduction to services – Nature and
Session CharacteristicsTopic/Assignment
of Services, service
1-2 classification and service encounters.
Role of services in an economy. Service
3-4 organization as a system.
New experience economy, Sources of service
5-6 sector growth.
The strategic service vision, competitive
7-8 service strategies
Role of information in services, The virtual
9-10 value chain, Limits in the use of information.
Stages in service firm competitiveness. Service
11-12 benchmark.
service process design, generic approaches to
service system design, customer value
13-14 equation.
automation, internet services, economics of
scalability, technological innovation in
15-16 services
OperatingService facility
the Service location
System- and layouts
Managing
Demand, Nature and pattern of Service
17-18 demand,
 Strategies for influencing Demand, Yield
19-20 management, Queuing
Capacity, Strategies fortheory and Simulation
Management of
Supply, Overbooking, Allocating capacity-
21-22 Static, Nested
inventory andCharacteristics
theory, Dynamic Methodsof service
inventories, Methods to reduce stock-outs,
23-24 shrinkages and inventory
Achieving Quality, inaccuracy
Reinforcing Service
Quality through Service Recovery and Service
25-26 Guarantee
Methods to increase Service Productivity,
Basic understanding of Data Envelopment
27-28 Analysis and Scoring System
Case studies in service operations
29-30 management-Hospitality Sector services,
Information technology, Telecom
Healthcare sector–hospital, Financial Services
31-32 sector – Insurance, Banking, Portfolio services,

33-34 Educational services– Education, Training.

35-36 Simulation
References/Books
1. Fitzsimmons A,James, Mona- Service Management.
2. Metters, King Metters, Pullman- Successful Service Operations Management
3. Kanishka Bedi- Production and Operations Management.
4. Haksever, Render, Russell & Murdick- Service Operations Management

Grading Structure
Sl. No. Evaluation tool
1 ESE
2 CAE 21- Class based
3 CAE 2- centralised
4 Individual Assignment (Compulsory)
5 Presentation
6 Group Project/Assignment
Total
Learning & Teaching Activities -
Learning & Teaching Activities
Case discussion and quizzes
Grading or Evaluation tools other than Examinations
Individual assignment (10 Marks) - Will be uploaded in the Moodle.
Assignments will be graded as per the quality of content, relevance and presentation style.
Presentations (5 marks)
Presentation topics will be uploaded to the Moodle. Topics will be based on the syllabus and related
Grading of the presentation will be based on the quality of content and style of presentation.
Group Project (5 Marks)
Grading will be based on the quality of content, individual contribution and style of presentation (W

Course policies

Assignment Schedule
Sl.No. Date Assignment/Presentation
Individual Assignment Part 1 & 2
Group Project/Assignment
Presentation
Presentations of Group Assignment

Course Requirement

1. Students are expected to go through relevant topics and related articles prior to attending the sessi
discussions, hence a better understanding.
2. Questions and comments are welcome at all times and students are encouraged to present or explo
facts.
3. A project work based on any issue identified in the service sector is compulsory
 Service Operations Management
Programme Batch
MBA Combined

the information era. This course emphasizes the importance managing service operations effectively in
The importance of formulating service strategy, new service development, managing service experience,
ve discussed in this course to support decision-making process in the service domain.

me Learning Objectives (PLOs)

ure managers with decision making in planning, design, delivery, quality and scheduling of service
/ techniques)The candidates are expected to appreciate the role of service quality and operations in
re also expected to
ons in the era of service competition and to take appropriate decision -(PLOs 1a&1b)
or in an economy to plan and deliver service with superior qulaity-(PLOs 1a&1b)
make the make the service operation effective- (PLOs 1a&1b)

iness problem and its relevant stakeholders.

riate quantitative tools and techniques to analyse business problems.

Reading
Ch. 1, 2 , 3 SM by Fitzsimmons, 5th Edn.

Ch. 1, 2 , 3 SM by Fitzsimmons, 5th Edn.

Ch. 1, 2 , 3 SM by Fitzsimmons, 5th Edn.

Ch. 4, 8,7 -SM by Fitzsimmons, 5th Edn.

Ch.7 Haksever, Render, Russell & Murdick(HRR&M),
PE, 2e. SM and O, p 151}

Ch 8, p177-HRR&M )

Ch S 9,p 244-HRR&M)

Ref Ch. 10, p 256- HRR&M)

Ch 5,12,13- SM by Fitzsimmons, 5th Edn.Ch 12- SM by
Fitzsimmons, 5th Edn
 Ch. 11, p 291HRR&M) Ch. 12, p 214 SOM, by MMPW,

Ch S 11, p 310 HRR&M

Ch 12, p406, PE, 2e Johnston, Robert

Ch. 13 , p 377 HRR&M Ch. 13 , p 389-HRR&M & Ch.
17& 18 MMPW, p 314, 331

Ch 17,p 553, Tata MG, 5e, Fitzsimmons

ent.
vice Operations Management
gement.
Operations Management

PLOs assessed
Marks (assessed courses only)
60
5
15
10
5
5
100

Session Course Learning Objectives

CLO 1,2&3
 ions
d in the Moodle.
tent, relevance and presentation style.

Topics will be based on the syllabus and related to current topics.

ity of content and style of presentation.

vidual contribution and style of presentation (Will be uploaded in the Moodle).

Assignment/Presentation
Part 1 & 2
ent

Assignment

s and related articles prior to attending the sessions. This enables students to engage in healthy

and students are encouraged to present or explore new ideas rather than rote repetition of rules and basic

e service sector is compulsory

 Email
simon@rajagiri.edu

e managing service operations effectively in

e development, managing service experience,
ss in the service domain.

livery, quality and scheduling of service

ole of service quality and operations in

decision -(PLOs 1a&1b)

qulaity-(PLOs 1a&1b)
b)

roblems.

Methodology
Lecture, Case discussion &
Presentations
Lecture, Case discussion &
Presentations
Lecture, Case discussion &
Presentations
Lecture, Case discussion &
Presentations
Lecture, Case discussion &
Presentations
Lecture, Case discussion &
Presentations
Lecture, Case discussion &
Presentations
Lecture, Case discussion &
Presentations
Lecture, Case discussion &
Presentations
 Lecture, Case discussion &
Presentations
Lecture, Case discussion &
Presentations
Lecture, Case discussion &
Presentations
Lecture, Case discussion &
Presentations
Lecture, Case discussion &
Presentations

Case discussion & Presentations

Case discussion & Presentations

Case discussion & Presentations

Simulation

Tool for Measurement

Objectives
opics.

ded in the Moodle).

Due Date
will be announced
will be announced
will be announced
will be announced

ables students to engage in healthy

s rather than rote repetition of rules and basic

Semester Subject Type of course PLO
Sem II Marketing Management Core PLO1a
Sem I Managerial Economics Core PLO1a
Sem I Management Process and Organisational behaviour Core PLO1a
Sem II Operations Research Core PLO1b
Sem II Operations Management Core PLO1b
Sem III Security Analysis & Portfolio Management Elective PLO1b
Sem III Sales and Distribution Management Elective PLO1c
Sem IV Integrated Marketing Communication Elective PLO1c
Sem IV Strategic Management Core PLO1c
Sem II Financial Management Core PLO1d
Sem IV Digital Marketing and Social Media Elective PLO1d
Sem IV Retail Business Management Elective PLO1d
Sem I Managerial Communication Core PLO2a
Summer Internship PLO2a
Sem II Business Research Methods Core PLO2a
Sem I Managerial Communication Core PLO2b
Summer Intership PLO2b
Sem II Business Research Methods Core PLO2b
Sem I Environmental Management Core PLO3a
Sem III Product and Brand Management Elective PLO3a
Sem II Management Information System Core PLO3a
Sem III Services Marketing Elective PLO3b
Sem III Entrepreneurship and Family business Management Core PLO3b
Sem II Management Information System Core PLO3b
Sem I Environmental Management Core PLO4a
Rural Camp PLO4a
Rural Camp PLO4b
*This is not an exhaustive List. Recommended for your reference only
The table below shows some of the Teaching and Learning
teaching activities discussedActivity List and Learning Pilla
at the Teaching
during Bodhi 2020. This list is not exhaustive. Faculty members can take up activities other than th
Teaching and Learning Activity
Long Cases
Short Cases/Caselets
Situational Analysis
Management Game
Simulation
Board Game
Topic-based assignment
Term Paper
MOOC Courses
Research Presentation
Role Play
Projects
eference only
g
edActivity List and Learning Pillar meeting
at the Teaching
s can take up activities other than these.
ng Activity
In-basket Exercises
Video-Creation
Short Training Programme
Debates
Presentation
Short-research study
Article
Paper Presentation
Corporate Stories
Infographics
Class Quizzes
 VETTING OF COURSE PLAN AGAINST SYLLABUS BY AoL EXP
Service Operations Management
Name Semester Programme
Simon Jacob C Fourth MBA
1. Under the heading Course Learning Objectives mapped to Programme Learning Objectives
a. At least three Course Learning Objective (CLO) statements are listed
b.PLO (s) mentioned in the course plan is the PLO mapped in the curriculum map
c PLO in curriculum mapping is mapped to a course learning objective.
d. Is the PLO stated at the end ?
Any comments

2. Grading
The Structurein grading structure (for assessed courses) is in line with the PLOs
PLOs mentioned
mentioned
The in Course
assessment Learning(EQ
methodology Objectives
or Rubric) of the PLO is mentioned in the grading
structure (for assessed courses).
Mandatory written individual assignment included
Attendance is given 5 marks
The marks in grading structure add upto 100
Any comments

Need not mention the PLOs and tools in the grading structure since it is not an assessed course
3. Evaluation
This tools
section has description of the evaluation tools/methods mentioned in grading
structure.
Any comments

4. Assignment/Presentation/Project
a. Schedule
This section gives dates/session number in which the above tasks are announced and
the due date or session number
5.Learning & Teaching activities mapped to all CLO’s & PLO’s.
Other Comments ( If Any )

Kindly provide the assignment/presentation/Project Schedule with with session number or due dates
Expert's Name
N AGAINST SYLLABUS BY AoL EXPERTS
Operations Management
gramme Batch
A Combined
s mapped to Programme Learning Objectives (PLOs)
statements are listed Yes
mapped in the curriculum map Yes
e learning objective. Yes
Yes

sed courses) is in line with the PLOs

PLO is mentioned in the grading Not Applicable
Not Applicable
Yes
Not Applicable
Yes

structure since it is not an assessed course

methods mentioned in grading
Yes

h the above tasks are announced and

No
CLO’s & PLO’s. Yes

Schedule with with session number or due dates

Date 11/11/2020
 VETTING OF COURSE PLAN AGAINST SYLLABUS BY SUBJECT EX
Service Operations Management
Name Semester Programme
Simon Jacob C Fourth MBA
1. The session plan covers the syllabus adequately
If No, the following suggestions can be implemented

2. The session plan contains:

i. Details of a maximum of two sessions in one row- covering two 50 minutes session.
ii. Reading with chapter number/page number of the book or reference material.
iii. Teaching methodology of each session.
iv. Any innovative teaching methodology used by the faculty.
v. Learner centric teaching methodology (cases, discussions, simulation, games,...).
vi. Bloomberg based articles/cases wherever possible (except Quantitative subjects).

3. Reference materials and readings given are appropriate according to you

References for a last few sessions are not included.

4.The session plan clearly indicates the beginning of each module

5. Any other Comments

Expert's Name
T SYLLABUS BY SUBJECT EXPERTS
ns Management
gramme Batch
A Combined
Yes

two 50 minutes session. Yes

reference material. Yes
Yes
Yes
simulation, games,...). Yes
Quantitative subjects). No

according to you Yes

module No

Date 13-11-2020