PGPM

Course Outline for Services Operations Management

Course Instructors:

COURSE OVERVIEW

Services are an important part of any economy. Services have been a major focus of
developed countries in the past. The developing countries are yet to explore the service
industry. Almost every aspect of life is moving towards outsourcing i.e. service from a third
party provider.

Fetching revenue, and receiving a high customer satisfaction thereby the customer loyalty is
an outcome of good service to the consumers. The society is ready to pay any reasonable
amount of money for a good quality service. Indian economy has been focusing on
manufacturing in last few decades. The current and future decade would see an enhanced
focus on services implementation and improvement. In today’s time, a large proportion of the
jobs and employment comes from services. IT services has been a clear boom in the service
industry. Multiple other examples are airline operations, logistics industry, restaurants,
professional services etc.

COURSE OBJECTIVES

The objective of the course would be to engage students in appreciating the importance and
complexity of service industry in global and Indian context. The students would be
encouraged to participate through multiple case studies. The course is designed to ensure
that the students get an idea about common and important services operations mentioned
above. The class focus would be to stimulate the participants thinking and knowledge
sharing based on faculty as well as class industry experience.

During the course, students would learn how service operations are different than
manufacturing operations, how operations strategy can become a competitive edge for an
organization in its own industry segment. Multiple quantitative tools and techniques would be
discussed in the class with the intent that students get an idea to deal with service industry
operations, conduct process studies, apply tools and techniques and obtain better results
than existing. The course will attempt to have a comprehensive overview of different service
sectors in context with services operation.

COURSE MATERIALS

Recommended Text: Successful Service Operations Management by Metters, King-

Metters, Pullman, and Walton, Cengage Learning Publication, 2e.

ASSESSMENT METHOD

Class Participation/Preparation/Presentation/Presence 10%

Quizzes 15%
(Group/Individual) Assignments 25%
Final Exam 50%
TENTATIVE COURSE OUTLINE

Pre Mid-Term

Understanding Services

Background Reading: Chapter 1

Formulating Strategy

Background Reading: Chapter 2, 3, 4

Designing Service Delivery System

Background Reading: Chapter 5, 6, 7, 8

Service Process Analysis

Background Reading: Chapter 9

Service Quality

Background Reading: Chapter 10

Post Mid Term

Six Sigma Process

Background Reading: Chapter 10, 11

Inventory Management in Service, Yield Management

Background Reading: Chapter 12

Services Site selection

Background Reading: Chapter 16

Case Presentation: The case will be distributed

Waiting Time Management: Simulation and Queuing Model

Background Reading: Chapter 14

Project Presentations