MGMT646 Managing Service Operations
Some organizations are producers of goods, but all organizations depend on effective customer service for both internal and external customers. This course deals with the differences in the operational aspects of manufacturing and service organizations. The focus is on building sustainable excellence in customer service. Specific areas of concern are the identification of service problems, the development of solutions, and the design of systems that ensure the continuation of excellent service. Course will provide an examination of methods for designing and operating service delivery systems, such as in the health care, financial, transportation, hospitality, and governmental services industries. Topics include process and facility design, facility layout and location, queuing, demand forecasting and management, service quality, staffing, and personnel scheduling.
Corequisite
None
Distribution
Business