Revised Course Structure for Master in Business Administration
MBA Semester IV Specialization: - Production & Operation Management
Elective OP 406 D: Service Operations Management
Matrix of Service Characteristics; Challenges in Operations Management of Services; Aggregate Capacity Planning for Services; Facility Location and Layout for Services; Job Design – Safety and Physical Environment; Effect of Automation; Operations Standards and work Measurement; Measurement and Control of quality of Services; Dynamics of Service Delivery System; Scheduling for Services Personnel and Vehicles; Waiting – Line analysis; Distribution of Services; Product-Support Services; Maintenance of Services; Inventory Control for Services; Case Studies of Professional Services.
Bowmen David E. etc. Service Management Effectiveness: Balancing Strategy, Organization and Human Resources, Operations and Marketing. San Francisco, Jossey Bass 1990.
Collier David A. Service Management: Operating Decisions. Englewood Cliffs, New Jersey, Prentice Hall Inc. 1987.
Fitzsimmons, James A and Sullivan, Robert S. Service Operations Management, New York, McGraw Hill 1982.
Heskett, James L etc. Service Breakthroughs - Changing the Rules of the Game. New York, Free Press, 1990.
Murdietk, R G. etc. Service Operations Management. Boston, Allyn and Bacon, 1990.
Sharma, J K. Service Operations Management, Delhi, Anmol, 2001.
Note :- At least 10 Case Studies should be taught in class on relevant