Course Description

Service Operations Management

Code and Number	BA - S646
Description	This course aims at giving participants an understanding of the nature of service quality and how service organizations can achieve objectives in their services. This starts with thoroughly understanding the nature of customer demand - to the customer, service quality is not measured by internal firm metrics, but by satisfaction. Service operations must deliver customer satisfaction, translating customer perceptions into operational metrics. Then, service process design is about structuring the underlying service delivery system to effectively meet customer needs efficiently, while service process management is about managing the capacity of and demand for the service delivery process. Participants should gain both the qualitative insight into the key issues of managing services, and competence in some of the quantitative tools commonly used in service operations management.

Code and Number

BA - S646

Description

This course aims at giving participants an understanding of the nature of service quality and how service organizations can achieve objectives in their services. This starts with thoroughly understanding the nature of customer demand - to the customer, service quality is not measured by internal firm metrics, but by satisfaction. Service operations must deliver customer satisfaction, translating customer perceptions into operational metrics. Then, service process design is about structuring the underlying service delivery system to effectively meet customer needs efficiently, while service process management is about managing the capacity of and demand for the service delivery process. Participants should gain both the qualitative insight into the key issues of managing services, and competence in some of the quantitative tools commonly used in service operations management.

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Course Description

University of Alaska Southeast