BA9274 SERVICES OPERATIONS MANAGEMENT Syllabus for 3rd Sem MBA -Operations Elective-Third semester - Regulation 2009 - Anna University

BA9274                          SERVICES OPERATIONS MANAGEMENT                               LT P C
3 0 0 3
UNIT  I            INTRODUCTION                                                                                                   9
Importance and role of Services -Nature of services -Service classification Service Package
Service Strategy -Internet strategies - Environmental strategies.

UNIT  II           SERVICE DESIGN                                                                                                9
New Service Development - Designing the Service delivery system: Service Blue-printing - Managing Service Experience - Front-office Back-office Interface - Service scape Implication for Service Design

UNIT  III          SERVICE QUALITY                                                                                              9
Service Quality- SERVQUAL, -Gap Model -Complaint management - Walk-through Audit - Service Recovery - Service Guarantees - Service Encounter.

UNIT  IV         OPERATING SERVICES                                                                                      9
Service  operational  planning  and  control  -Process  Analysis  Process  Simulation  -Service Facility Location -Capacity Management in Services Queuing models - Waiting Lines Simulation - Yield management.

UNIT  V          TOOLS AND TECHNIQUES                                                                                 9
Inventory Management in Services Retail Discounting Model - Newsvendor Model - Vehicle Routing and Scheduling -Productivity and Performance measurement - Data Envelopment Analysis (DEA) -Scoring System Method for customer selection.



1.  James A. Fitzsimmons, Mona J. Fitzsimmons, Service Management –            Operations, Strategy, Information Technology, Tata McGraw Hill Edition 2006.
2.   Richard Metters, Kathryn King-Metters, Madeleine Pullman, Steve Walton Service
Operations Management, South-Western, Cengage Learning, 2006.

1.  Cengiz  Haksever,  Barry  Render,  Roberta  S.  Russell,  Rebert  G.  Murdick,     Service
Management and Operations, Pearson Education Second Edition.
2.  Robert  Johnston,  Graham  Clark, Service Operations  Management, Pearson  Education,
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