Management of Services

DESCRIPTION:
Issues in designing, marketing and performing services in a wide variety of service operations, principally in the private sector. Recognition of the considerable interface between operations, marketing and human resources. Topics include developing a strategic service vision, customer value equation, building profit chain capability, reengineering the service organization, the service profit chain. Leadership and auditing for success.

RATIONALE: 
Service operations constitute a large and growing segment of the economies of many countries around the world. It is necessary, therefore, for managers to understand the multiple and complex issues involved in designing, marketing and performing services compared to the operational activities involved in producing physical goods. This course is designed for students who plan to work as managers of service organizations in any of the three sectors of the economy - private, public or non-profit. It will also be of value to individuals who need to understand and evaluate service organizations from an external perspective.

LEARNING OUTCOMES: 
As a result of taking this course, the student should be able to:
1. Analyze and assess contemporary methods and practices that service firms adopt for activating highly competitive and valuegenerating strategies. (analysis, evaluation)
2. Analyze the principles and theories related to managing service operations. (analysis)
3. Integrate theoretical and practical frameworks for creating and sustaining synergies among all agents involved in the value chain of a service system. (synthesis)

METHOD OF TEACHING AND LEARNING:
In congruence with the teaching and learning strategy of the college, the following tools are used:
• Lectures, case study analyses and in-class presentations, and the carrying out of a major research project.
• Office hours held by the instructor to provide further assistance to students.
• Use of the Blackboard Learning platform to further support communication, by posting lecture notes, assignment instruction, timely announcements, and online submission of assignments.