Programme

PGP & PGP-FABM

Term

III

Academic Year

2021-22

Course title

Service Operations Management

Area

Production & Quantitative Methods

Credits

0.75

Instructor(s)

Prof. Ankur Sinha, Prof. Sachin Jayaswal

Course Description & Objectives

Objectives: The objective of this course is to enable students to understand the challenges of the service sector and service organizations, and to address the same with frameworks primarily from the Operations Management core course. The defining concept of services is that it is delivered at the time consumption. Consequently, some of the significant issues in the context of services are managing capacity, congestion, quality and demand. We address these issues in different contexts and decision making levels through a variety of methods and tools. 1. Context: The course offers a mix of cases from different contexts, like, public service, healthcare, hotels, and transport. 2. Decision makers: The cases have been chosen to highlight decision problems faced by various types of decision makers, like, government, company heads and planners. 3. Methods: The course also gives an exposure to how data collection, optimization and analysis can be of importance in the context of services.

Pedagogy

Case studies and Articles