SCO6051: Service Management

Both business customers and consumers seek fulfillment of their wants and solutions to their needs – resolving customer problems via one-stop complete service models. This course addresses creating and delivering customer solutions via multi-faceted product-service bundles. The approach uses a structured framework of defining tangible goods and services, intangible service activities, and psychological benefits that customers are seeking. Most course time is spent developing a service delivery system to create and deliver the offering: designing and mapping process flows, applying operations research techniques for analyzing queueing models, determining appropriate applications of automation, and using operations analysis to balance capacity and demand. The course also covers developing systems for managing variability, service quality, queues, and customer psychology in real time during service delivery. prereq: [MBA 6220 or equiv], MBA student

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