Service Operations Management syllabus

Service Operations Management

• 1 Introduction (9 LHs)

  • Services: concepts, types and goods-versus-services differences
  • Success factors, service management and marketing environment
  • Service-sector growth and challenges
  • Service products, development, life cycle and branding
  • Emerging Nepalese service sectors: banking and insurance
• 2 Service Strategy (9 LHs)

  • Service operations characteristics and classification
  • Strategic service vision and service design
  • Competitive service environment
  • Cost leadership, differentiation and focus
  • Winning customers in the marketplace
• 3 Managing Service Operations and Processes (11 LHs)

  • Demand, supply and the customer's delivery role
  • Service supply chains, intermediaries and partnerships
  • Guarantees, process matrix and service-level agreements
  • Facilitating goods and service inventory
  • EOQ and ABC inventory control
• 4 Productivity and Quality Improvement (11 LHs)

  • Service quality models and customer value equation
  • Stages of service-firm competitiveness
  • Continuous improvement and walk-through audit
  • Quality, productivity and service-excellence blueprint
  • Improvement process and problem-solving tools
• 5 Resource Utilization (8 LHs)

  • Capacity management and operations planning
  • Bottlenecks, queues and capacity zones
  • Improving resource utilization
  • Performance measurement and balanced measures
  • Benchmarking