This course is introduced to addresses the
design and management of systems for services. This course will combine
operations, marketing, and human resources aspects of services using both text
material and cases. A sampling of topics addressed includes service facility
design, layout, and location, service quality, managing queues, managing capacity
and demand, the service encounter, forecasting and project management. A wide
survey of service industries will be studied including healthcare, financial
services, consulting, entertainment, hospitality, airlines, higher education,
and environmental services.
- Teacher: M Senthil Kumar KIGS