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
No comments:
Post a Comment