Course in Strategic Service Management

Indian Institute of Management Calcutta
In Kolkata

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Important information

  • Course
  • Kolkata

Important information

Where and when

Starts Location
On request
INDIAN INSTITUTE OF MANAGEMENT CALCUTTA Diamond Harbour Road Joka, 700104, West Bengal, India
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Course programme

Strategic Service Management [OM 242]
Term VI, Post Graduate Programme

Course Instructors: Prof. B. Avittathur and Prof. S. Mitra
Course Co-ordinator: Prof. B. Avittathur


Service Management has assumed higher significance today than any time in the past owing to its increasing contribution to the economy. The proportion of people employed in the service sector is also increasing over time. This course is designed to impart the following to the students:

- Significance of services in today's economy
- Understanding of challenges faced by service organizations
- Building competitive advantages through design of service delivery system
- Techniques for efficient and effective management of service organizations

Topics covered:
- Service Sector, Its Role in an Economy
Nature and Classification of Services
- Industry Analysis
- Service Strategy
- Managing Capacity and Demand
- Costing for Service Firms
- Managing Growth and Expansion
- Service Quality
- Achieving Service Excellence
- New Service Development and Process Design
- Service Encounter
- Service Facilty Location
- Service Facility Layout Planning
- Managing Waiting Lines
- Simulation
- Productivity and Benchmarking
- Service Organization and Culture
- Workforce Scheduling
- Managing Service Projects
- Project Presentation by Students

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