Managing Service Operations




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Course Contents

Service as Product, Design of Service Systems, Location and Layout of Service Facilities, Service Engineering including Work Design, Human Factors, Automation and Communication, Productivity and Service Effectiveness, Network Planning including Queuing Networks, Manpower and Resource Scheduling and Distribution Planning. Professional Service: Achieving differentiation through knowledge and relationship, Service and Competitive Strategy; Service delivery systems and IT applications; IT enabled services and Technology Convergence; Managing for World Class; Service Quality and Service Level best practices for call centers and related services, Cross Cultural issues; Pricing and Transfer Pricing of Connected Services, Project Implementation, Learning, Innovation and Knowledge Management in the Service based business. 



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