SCM 4170 Service Operations Management

3 Hours

Prerequisites: MGT 3110 and BSA 2100

A study of the role of operations management in service firms. Key topics include the role of services in the economy, service operations strategy and the design and delivery of services to improve quality, utilization and accessibility across diverse and complex markets. A range of quantitative and qualitative techniques will be applied to manage service quality, improve process productivity, reduce response time and, optimize capacity. The contribution of new technologies to the growth and globalization of services will be examined.