Course in Strategic Service Management
Course
In Kolkata
Price on request
Description
-
Type
Course
-
Location
Kolkata
Facilities
Location
Start date
Kolkata
(West Bengal)
See map
INDIAN INSTITUTE OF MANAGEMENT CALCUTTA Diamond Harbour Road Joka, 700104
Start date
On request
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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
COURSE OBJECTIVES:
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
Term VI, Post Graduate Programme
Course Instructors: Prof. B. Avittathur and Prof. S. Mitra
Course Co-ordinator: Prof. B. Avittathur
COURSE OBJECTIVES:
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
Course in Strategic Service Management
Price on request