Revision-Service Operations

Management
Evaluation
• Case analysis (Two cases): 30
• Assignment: 10
• Project: 20
• End-Term Exam: 40
Numerical type short
questions or MCQs.
Topics
• Six Sigma
• Demand and Capacity Management
• Waiting line management
• Queuing problems
• Data Envelopment Analysis
• Service facility location
 Type of questions
• Six Sigma
• Finding DPU or DPMO for given status of performance
• Demand Management
• Reservations/Appointments/overbooking
• Capacity Management
• Yield management exercises/Workforce scheduling (including part time allocations)
• Waiting line management
• Simulation of small instance (knowledge on waiting line performance measures based or Interarrivals and service time)
• Queuing problems
• Little’s Law
• Identifying queues and apply correct formulae
• DEA
• Formulation of the problem
• How to Making Inefficient unit efficient
• Service Facility Location
• Locating facility on a line (single-axis), plane, or multiple facilities with Set Covering problems
Qualitative type short
answers or MCQs
All the topics covered in the class
Nature of services and Service Strategy
• Define Service- Service package- Importance of each element
• Clear understanding of service characteristics (don’t mix two
characteristics)
• Service Process matrix: significance and naming of each quadrant
• Service strategic Vision
• Service Blueprinting
• Service process approaches (clearly understand why, when and how
each approach is used)
• Technology as competitive advantage
Service Quality
• Definition, perspectives and GAP analysis
• Service quality by design
• Service quality-measurement
• Quality control tools
• Quality Function Deployment : components, utility
• Six Sigma
Demand and capacity management
• How is it different from manufacturing?
• Different pricing strategies
• Benefits and features of each strategy
• Yield management
• When we can apply
• What sectors can we apply…
• Difference between demand and capacity management
Waiting line and queuing
• Elements of waiting line
• All terms covered under each element
• Queue configurations
• Little’s Law
• Queue performance measures
Service facility management
• Why service facility location important?
• How it is different from manufacturing context?
• What are the attributes of service location decisions?
All the best!