Download List of modules, lectures per module and keywords Module Number

List of modules, lectures per module and keywords
Module
Number
1
Title
Keywords
Understanding the nature of
services
Definition of service, service package, distinctive
characteristics of services, classification of
services, service-process matrix
Lecture
No.
1
2
3
2
ALIGNING SERVICE STATERGY
AND COMPITIVENESS
3
Service design & automation
4
5
Managing human resources in
services
Service Quality
Service value and service strategy, competitive
environment, competitive service strategies,
strategic service vision, competitive role of
information in services
Service design system, new service development,
service innovation, service blueprint, service
processes, service system design approaches,
forms and types of technology,
4
5
Types of human resources in services, human
resource planning, selection and recruitment,
training, development, rewards and compensation,
teams, empowerment, work measurement,
allowances, time study, predetermined time
standards, work sampling
Service quality dimensions, quality gaps,
SERVQUAL, Quality Function Deployment, PokaYoke, Taguchi Approach, Control charts for
variables and attributes, service process control,
control limits, flow chart, histogram, pareto chart,
cause-and-effect diagram, scatter diagram, check
list, Deming’s quality philosophy, Juran’s quality
philosophy, Crosby’s quality philosophy, Ishikawa’s
quality philosophy, Benchmarking, ISO, Six Sigma,
service failure, service recovery, service recovery
strategies, service guarantee, types and criteria of
service guarantee, factors for designing service
11
12
13
6
7
8
9
10
Lecture per module
Lecture 1- Introduction and imperatives of
services
Lecture 2- Nature and characteristics of
services (Dentist example)
Lecture 3- Classification of services and
analyzing service
Lecture 1- Introduction to Service Strategy
Lecture 2- Competitive Service Strategies –
under section 2.6 (give bullets)
Lecture 3- Strategic Service Vision
Lecture 1: Service design and delivery
process
Lecture 2: Service process strategies
Lecture 3: Technology & automation
Lecture 4: Service encounter (add learning
objective)
Lecture 1: HR planning and selection
Lecture 2: People management in Services
Lecture 3: Work measurement in Services
14
15
Lecture 1: Defining Service Quality
Lecture 2: Quality Service by Design
16
17
18
Lecture 3: Service process control
Lecture 4: Total quality management tools
Lecture 5: Quality philosophies and
performance excellence
19
Lecture 6: Service recovery and guarantee
6
Service facility design and facility
location
guarantee
Servicescape, service design factors, service
facility layout, Product layout, Process layout,
Fixed-position layout, Office layout, Retail layout,
process analysis, interdepartmental flow, facility
location decision factors, service facility location:
type of service organization, geographical
representation, single facility and multiple facility,
optimization criteria, performance measure, on a
line, on a plane, centre of gravity method,
weighted score method, Huff model, multiple sites
20
Lecture 1- Service facility design
21
22
Lecture 2- Process analysis of facility layouts
Lecture 3 -Facility location decision factors
23
Lecture 4- Quantitative models for facility
location: Service facility on a line or on a plane
24
Lecture 5 -Quantitative models for facility
location: Based on different objective
functions of optimization criteria
25
7
Demand Management in services
Demand forecasting, Trend, cycle, Seasonality,
random error, Delphi technique, moving average,
exponential smoothing, causal forecasting method,
demand management strategies, overbooking,
opportunity loss, goodwill cost , reservation,
segmenting demand
Elements of service capacity, capacity
management strategies, yield management,
workshift scheduling
26
27
31
32
33
34
35
36
Lecture 1 - Service Capacity Management
Lecture 2 - Yield management
Lecture 3 - Resource and Workforce
Scheduling in Services
Lecture 1- Introduction to Queuing System
Lecture 2- Queuing System Characteristics
Lecture 3 - M/M/1 Queuing Model
Lecture 4 - M/M/C Queuing Model
Lecture 5 - M/M/1/N Queuing Model
Lecture 1: Service Inventory Management
37
Lecture 2: Service Supply Chains
8
Capacity Management or Supply
Management in Services
9
Managing waiting lines and
Queuing models
Queues, queuing system, queuing features and
characteristics, single server and multi-server
queues, Finite and Infinite queues, cost of waiting,
cost of providing service
10
Service Supply chain
Facilitating service inventory, Work storage based
service inventory, Customer supplier duality,
packaged service, outsourcing, customer demand
management, order management, supplier
management, information flow
Data envelopment analysis, efficient frontier,
simulation, simulation of queuing process,
Simulation clock, Random Numbers, Monte-Carlo
11
Quantitative Models in Managing
Service Operations
Lecture 6- Quantitative models for multiple
service facilities
Lecture 1 – Forecasting Demand In Services
Lecture 2 - Smoothing Customer Demand In
Services
28
29
30
38
39
40
41
Lecture 3: Processes in Service Supply Chain
Lecture 1 -DEA 1: Introduction
Lecture 2- DEA2: Linear Programming model
Lecture 3 - Application of simulation in service
method, Travelling salesman problem, vehicle
routing, scheduling, trips, savings matrix, Clark and
Wright Algorithm, nearest neighbour search,
deadhead time, starting time service scheduling,
ending time service scheduling, Concurrent
scheduler approach
operations management
42
Lecture 4 - Vehicle routing and scheduling