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Course Description SOM 2022
Course Description SOM 2022
Credit Points: 4
The Course Outcomes outlined in this document are linked to the following MBA Program Outcomes
(POs):
The MBA graduates will be able to:
PO1. Relate broad knowledge in key management theories and practice.
PO2. Utilize hard and soft skills that are useful in organizations.
PO3. Apply knowledge and skills to solve organizational problem and issues.
PO4. Evaluate approaches to manage volatile, uncertain, complex and ambiguous business environment.
PO5. Appreciate value-based management practices.
PO6. Integrate functional strategies to manage organizations efficiently and effectively.
Course Description
Course Title: Service Operations Management
Course Code: MGA – OP – 701/ MGC – OP - 701
Faculty Member
Details
Name Dr. Yogesh Pai P
Telephone 9880530633
Student Responsibility
It is the responsibility of every student to be aware of the requirements for this course, and understand the specific details
included in this document.
It is emphasised that this course requires a significant commitment outside of formal class contact. The learning tasks in
this course may include classes (lectures or seminars), required reading, the preparation of answers to set questions,
exercises and problems, and self-study. In addition, students may be required to complete an assignment, test or
examination.
Course Outline (Contents) The aim of this course is to equip students with knowledge and tools to prepare
them as better leaders in the service organisations. This course addresses both
strategic and operational decision making.
The service sector is an important section as it is the largest segment in most
economies. Although among the developed countries service organisations
contributes to greater portion of employment and its contribution to GDP, the
developing countries are not falling behind. The mantra for the success in today’s
world is to provide excellence in service. There is global competition, rapid
transformation, and application of information technology among service
organisations, moreover deregulation (e.g., banking, communication,
transportation, healthcare) which pose challenges to service operations managers.
There are challenges and opportunities in service organisations due to its
intangible nature of offering, the offerings provided by service contact personnel,
adoption of technology in offering the service, in the presence or absence of the
customers. Thus, service operations require specialized analytical framework and
tools that are different than manufacturing. Therefore, the focus is to understand
theories and practices to create service experiences leading to customers’ loyalty.
Course Outcomes (COs) At the end of the course student will be able to:
CO2. Evaluate the strategies adopted by service organisation and their supporting
rational.
Course Description
Course Title: Service Operations Management
Course Code: MGA – OP – 701/ MGC – OP - 701
Main Text Books T1: Johnston, R., Clark, G. & Shulver, M. (2021). Service Operations Management:
Improving Service Delivery (5th ed.), Pearson Education Limited.
Late Submission
Assessment tasks submitted after the due date, without prior approval/arrangement, will be penalised at 10% of the
available marks per day. Requests for extension of time must be made with the faculty member concerned and based on
Special Consideration guidelines
Microsoft Teams:
Microsoft Teams is used to host course resources for all courses. Students can download lecture and tutorial notes to
support class participation.
Course Description
Course Title: Service Operations Management
Course Code: MGA – OP – 701/ MGC – OP - 701
Plagiarism:
Plagiarism is the presentation of the expressed thought or work of another person as though it is one's own without
properly acknowledging that person.
Students must not allow other students to copy their work and must take care to safeguard against this happening. In
cases of copying, normally all students involved will be penalised equally; an exception will be if the student can
demonstrate the work is their own and they took reasonable care to safeguard against copying.
1)Assessment Details: The test will be 20 marks, 60 minutes, in-class test to be administered through suitable mode. The
mid-semester test is designed to test the knowledge of Service Operations Management theoretical concepts, models
and their applications to practice based on the textbook materials, case studies, lectures and class discussions. The
topics covered during Weeks 1 to 8.
2) Criteria used to grade this task: The answers are evaluated based on the relevant explanations for the questions with
examples to support the answer. The criteria to be applied in grading the short answer and essay questions are as
follows:
The demonstration of
(i) the conceptual knowledge (10% weight);
(ii) the ability to analyse and evaluate concepts in workplace situations (10% weight).
4) Submission details: Examination through suitable mode. Time table of the examination will be communicated from the
institute’s office.
5) Feedback and return of work: Marked answer scripts will be returned within 2 weeks of the due date
Course Description
Course Title: Service Operations Management
Course Code: MGA – OP – 701/ MGC – OP - 701
2) Criteria used to grade this task: The group is required to provide a write up of a case study which may or may not
include quantitative analysis. Assignments are required to be typed in Time New Roman font 12. The student should be in
a position to relate the aspects of the case with the concepts. Assignments are required to be submitted prior to the
commencement of class and late submissions will be accepted and awarded zero marks.
2)Criteria used to grade this task: The assignment is evaluated for 15 marks based on following criteria and weights. The
submission should not be more than 5000 words excluding the references. The students are required to submit the work
based on their chosen topic. References in APA Format–6th Edition only.
4) Submission details: It is recommended that students allocate time to identify and read the relevant articles from
different sources that include journals through online databases, journals available in the library, understanding them
before they prepare their final write up on their chosen topic. They are required to submit both the physical form and
electronic form (uploaded on MS Team) of the assignment to the task assessor on or 31 October 2022 before 4:00 P.M.
and 10 P.M. respectively. The student teams are required to prepare a (15 +5) 20 minutes’ presentation on their project
on an allocated day. The student in the group is required to present the work and handle a viva voce.
5) Feedback and return of work: The student would receive the feedback based on the write up within two weeks from the
date of submission.
Additional Resources:
Journal articles:
Harvard Business Review
International Journal of Operations & Production Management
International Journal of Production Research
Course Description
Course Title: Service Operations Management
Course Code: MGA – OP – 701/ MGC – OP - 701
Web sites:
Production and Operations Management Society (POMS) - http://www.poms.org/
Association for supply chain and operations management - http://www.apics.org/
Great place to find articles on OM topics - http://scholar.google.co.in/
NOTE: You should not restrict your reading to the listed texts. To successfully complete this subject, you are strongly
encouraged to read peer reviewed journals and peruse selected newspapers and other news magazine articles for issues
relevant.
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