Services Operations (Electives POM)

Paper Code: 
MBP- 422
Credits: 
4.0
Contact Hours: 
40.00
Max. Marks: 
100.00
Objective: 
  • To acquaint with decision making in planning, scheduling and control of service operations.
  • To enable understanding in services operations through queuing and simulation models.
7.00
Unit I: 
Introduction to Service Operations

Global trends in Services Sector, Role of Services in Manufacturing firms.

9.00
Unit II: 
Service Strategy

Developing an overall vision for the service system, developing a service strategy, degree of customer contact, divergence and customization.

9.00
Unit III: 
Pricing Issues in Services and Performance Issues in Service Systems

Meaning and importance of pricing in services, difficulties in price determination, operating/service costing, performance evaluation in services.

9.00
Unit IV: 
Queuing Theory and Simulation Applications in Service Systems

Significance and limitations of queuing theory, single server single channel, applicability of simulations, Monte-carlo simulation advantages and disadvantages of simulation.

6.00
Unit V: 
Services Management

Service management in IT Sector, Services management in financial services,

Essential Readings: 
  •  Kenneth K. Boyer and Rohit Verma, Operations Management: Strategy, Global Supply Chain and Service Operations, Houghton Mifflin College Publishers, 2011.
References: 
  1. Richard D. Metters, Kathryn H. King-Metters, Madeleine Pullman, Steve Walton,  Successful Service Operations Management, South Western Publishers, 2012.
  2. Glenn A. Bassett, Operations Management for Service Industries: Competing in the Service Era , Pragear Publishers, 2002.