This course is intended to provide students with the necessary tools and understanding to manage 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 the measurement of productivity and quality, managing capacity and demand, management of waiting line, management of technology, and the most used service analytic tool - Data envelopment Management.
Matriculated MBA students who have completed ACCT.5010, FINA.5010, MKTG.5010, POMS.5010, MGMT.5010, MGMT.5110 or permission of MBA coordinator.