This course is intended to provide students with the necessary tools and understanding for managing service operations. Service firms represent the fastest-growing sector of the economy. This course will focus on the various aspects involved in the management of service operations. The service operations are managed differently to their intangibility, time-sensitivity, high levels of customer involvement and lack of engineering standards. This course will explore topics such as design and delivery of services, the measurement of productivity and quality, managing capacity and demand, redesign of service delivery processes, management of technology, and others.
Pre-Req: POMS.3010 Operations Management.