IL4011 Services Operations Management Syllabus:
IL4011 Services Operations Management Syllabus – Anna University PG Syllabus Regulation 2021
OBJECTIVES:
Summarize the importance of services in competitive environment
Describe the services design and development
Illustrate the services performance
Conclude decisions in services facility
Plan operations involved in services
UNIT I INTRODUCTION
Services – Importance, role in economy, service sector – growth; Nature of services – Service classification , Service Package, distinctive characteristics , open-systems view; Service Strategy – Strategic service vision, competitive environment, generic strategies, winning customers; Role of information technology; stages in service firm competitiveness; Internet strategies – Environmental strategies.
UNIT II SERVICE DESIGN
New Service Development – Design elements – Service Blue-printing – process structure – generic approaches –Value to customer; Retail design strategies – store size – Network configuration ; Managing Service Experience –experience economy, key dimensions ; Vehicle Routing and Scheduling
UNIT III SERVICE QUALITY
Service Quality- Dimensions, Service Quality Gap Model; Measuring Service Quality –SERVQUAL – Walk-through Audit; Quality service by design – Service Recovery – Service Guarantees; Service Encounter – triad, creating service orientation, service profit chain; Front-office Back-office Interface – service decoupling.
UNIT IV SERVICE FACILITY
Service scapes – behavior – environmental dimensions – framework; Facility design – nature, objectives, process analysis – process flow diagram, process steps, simulation; Service facility layout; Service Facility Location – considerations, facility location techniques – metropolitan metric, Euclidean, centre of gravity, retail outlet location , location set covering problem
UNIT V MANAGING CAPACITY AND DEMAND
Managing Demand – strategies; Managing capacity – basic strategies, supply management tactics, operations planning and control; Yield management; Inventory Management in Services– Retail Discounting Model, Newsvendor Model; Managing Waiting Lines –Queuing systems, psychology of waiting; Managing for growth- expansion strategies, franchising , globalization.
TOTAL: 45 PERIODS
OUTCOMES:
CO1: Able to summarize service strategies
CO2. Able to describe service network
CO3. Able to illustrate service performance using software tools
CO4. Able to locate facilities using simulation
CO5. Able to formulate inventory and queuing models.
REFERENCES:
1. James A. Fitzsimmons, Service Management – Operations, Strategy, Information Technology,Tata McGraw-Hill – 5th Edition , 2006.
2. Richard Metters, Kathryn King-Metters, Madeleine Pullman, Steve Walton , Successful Service Operations Management ,Cengage Learning, 2nd Edition ,2005