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MBA _compulsory III &IV_ - 64 -

Dr. Babasaheb Ambedkar Marathwada University Aurangabad

   Revised Course Structure for Master in Business Administration

June 2009

MBA Semester IV          Specialization: - Production & Operation Management

Elective OP 406 D:  Service Operations Management

Course Contents

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.

Suggested Readings

1.

Bowmen David E. etc. Service Management Effectiveness: Balancing Strategy, Organization and Human Resources, Operations and Marketing. San Francisco, Jossey Bass 1990.

2.

Collier David A. Service Management: Operating Decisions. Englewood Cliffs, New Jersey, Prentice Hall Inc. 1987.

3.

Fitzsimmons, James A and Sullivan, Robert S. Service Operations Management, New York, McGraw Hill 1982.

4.

Heskett, James L etc. Service Breakthroughs - Changing the Rules of the Game. New York, Free Press, 1990.

5.

Murdietk, R G. etc. Service Operations Management. Boston, Allyn and Bacon, 1990.

6.

Sharma, J K. Service Operations Management, Delhi, Anmol, 2001.

Note :- At least 10 Case Studies should be taught in class on relevant         

          subject syllabus        

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