Friday, September 16, 2022

BMP:SEM4:OPERATIONS MANAGEMENT SPECIALIZATION: PAPER 2/4:SERVICE OPERATIONS MANAGEMENT

 1. Introduction to Service Operations Management: Servitization, strategic vision of

services

2. Designing service processes: Fit between service processes and competitive strategy

3. Capacity and queue management I: Matching supply with demand, queueing theory

4. Capacity and queue management II: Application of queue management in services

5. Managing innovation: Deriving value from operational strength and efficiency

6. Managing expansion: Capacity planning and interplay of capacity with other corporate

functions

7. Outsourcing services: To analyze risks and benefits of outsourcing service to clients

8. User centered design: Concept of user-centered design of service as opposed to

traditional market research and design

9. Customer participation: Managing operating role of customers and the opportunities


10. Customer economics and retention: Understanding customer economics and defining

customer acquisition and retention strategies

11. Revenue management I: Introduction to revenue management and practice in services

industry

12. Revenue management II: Pricing and application to airlines industry

13. Employee management Process of developing workforce capability in hotel business


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