Course in Management of Service Organisations

In recent years, the group has provided new inputs through its research, teaching and consulting on corporate restructuring, merger activity, competitive strategies and international business. A few optional courses on these are offered and more are planned.

This is a course with a mix of lectures on concepts, case discussions on all kinds of industries including hotels, supermarkets, it education, banks, consultancy firms etc. and a live project on service expectations and delivery in the insurance business. The major concepts covered include
. Characteristics of services, service encounters, service tasks, standars and delivery systems.
. Strategic Service Vision
. Service Quality
. Process flows, bottlenecks and balancing
. Managing Demand and Supply
. Capacity planning in Service industry