GDBA7209: Service Operations Management

Services represent the largest segment of most industrial economies and an important growing segment of most global regions. China is experiencing tremendous growth in its service economy, with a near doubling in its service economy during the past two decades. The focus of executive attention is strongly shifting toward services, with increasing importance of service industries such as travel, finance, health care, media, and publishing. Despite its importance in the economy, service sector productivity growth generally lags that of manufacturing. A stronger focus on managing service operations is necessary to maintain local and globally competitive businesses. In addition, the effects of increasingly sophisticated consumers, deregulation, technology changes, and expanding global services combine to create new challenges. To succeed, business executives must have the skills to lead their service managers to allocate resources, design effective processes, analyze and improve operating practices, and apply new technologies. This course examines these opportunities.

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