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Service Operations and Management syllabus

ISM 2065 units · 37 topicsAcademic year 2083/84
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Service Operations and Management

5 units

1. Introduction (9 LHs)

  1. Concept of services
    1. Concept of services
    2. types of services
  2. Differentiation between goods and services
    1. differentiation between goods and services
  3. Critical factors of success
    1. critical factors of success
    2. service management
  4. Service marketing environment
    1. service marketing environment
  5. Sources of service sector growth
    1. sources of service sector growth
  6. Service sector challenges
    1. service sector challenges
    2. the service product
  7. New product development
    1. new product development
  8. Product life cycle strategies
    1. product life cycle strategies
  9. Branding the service product
    1. branding the service product
  10. Emerging service sectors in Nepal
    1. emerging service sectors in Nepal.

2. Service Strategy (9 LHs)

  1. Concept — Service Strategy
    1. Concept, distinctive characteristics of service operations, classifying services for strategic insights, the strategic service vision, service design elements, competitive environment of services, competitive service strategies- overall cost leadership, differentiation, and focus
  2. Winning customers in the market place
    1. and winning customers in the market place.

3. Managing Service Operations and Processes (11 LHs)

  1. Concept — Managing Service Operations and Processes
    1. Concept, managing demand and supply, customer’ role in service delivery, types of supply relationships, managing service supply chains, managing through intermediaries, supply partnerships, service guarantees, service process matrix, service level agreement
  2. Managing facilitating goods- role of inventory in services
    1. managing facilitating goods- role of inventory in services, characteristics of inventory systems and relevant cost and inventory system
  3. Order quantity models- EOQ, ABCs of inventory control
    1. order quantity models- EOQ, ABCs of inventory control.

4. Productivity and Quality Improvement (11 LHs)

  1. Concept — Productivity and Quality Improvement
    1. Concept
    2. service quality
  2. Model of service quality
    1. model of service quality
  3. Customer value equation
    1. customer value equation
  4. Stages in service firm competitiveness
    1. stages in service firm competitiveness
  5. Making continuous improvement in service as a competitive strategy
    1. making continuous improvement in service as a competitive strategy
    2. walk- through audit
  6. Quality and productivity
    1. quality and productivity
  7. Blueprint for service excellence
    1. blueprint for service excellence
  8. Quality and productivity improvement process
    1. quality and productivity improvement process
  9. Quality tools for analysis and problem solving
    1. quality tools for analysis and problem solving.

5. Resource Utilization (8 LHs)

  1. Concept — Resource Utilization
    1. Concept
    2. capacity management
  2. Operations planning and control
    1. operations planning and control
  3. Managing bottlenecks and queues
    1. managing bottlenecks and queues
  4. Managing the capacity zone
    1. managing the capacity zone
  5. Improving the resource utilization
    1. improving the resource utilization
  6. Performance management and measurement
    1. performance management and measurement
  7. The purpose of measurement
    1. the purpose of measurement
  8. A balance of measures
    1. a balance of measures
    2. benchmarking.
  9. Text and Reference Books
    1. Text and Reference Books: Johnston
    2. R.
    3. & Clark
    4. G.
  10. Service Operations Management
    1. Service Operations Management: Improving Service Delivery
    2. Service Operations Management
  11. Prentice-Hall. Collier
    1. Prentice-Hall. Collier
    2. D. A.
  12. Service Management
    1. Service Management: Operating Decisions
    2. Prentice Hall
    3. Englewood Cliffs
  13. New Jersey. Schmenner
    1. New Jersey. Schmenner
    2. R.W.
    3. Prentice Hall
    4. Englewood cliffs