Service ops mgt Week1_Session2_Services Management

Service ops mgt Week1_Session2_Services Management -...

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Unformatted text preview: 2-12-1Click to edit Master subtitle styleService Operations ManagementInstructor: Manpreet HoraOffice: Room 4252Phone: 404-385-3465Email: [email protected] of last class¡Group projects¡Role of services in an economy2-3Course Objectives¡Study "breakthrough" services in order to understand the operations of successful service firms that can be benchmarks for future management practice.¡Develop an understanding of the "state of the art" of service management thinking.¡Develop an awareness of the opportunities that information technology can have for enhancing competitiveness of service firms.¡Appreciate the organizational significance of managing the service encounter to achieve internal and external customer satisfaction. ¡Understand the dimensions of service growth and expansion both domestically and internationally.2-4Interest and expectations from the course ¡Turn in a brief written response (in hard copy format) to the following questions:lWhy have I registered for this course?lWhat do I hope to know at the end of this course?lComplete the following sentence: ‘Successful management of services requires----‘2-5Why have I registered for this course?lCertificate in Operations ManagementlOperations Management in Financial Services, Healthcare, Airline IndustrylService aspect of operationslPrevious work experience in the service sectorlJob aspirations in serviceslComplements other courseslUbiquity of services2-6What do I hope to know at the end of lDifferent aspects of services and service contextlIssues that service companies face and how to resolve such issueslApplication of concepts in different contexts e.g. health care, financial serviceslEvaluation of serviceslAnalysis of the service industry in a global contextlEfficient service deliverylServices as a competitive advantagelServices improvementlInterfaces with other management disciplines2-7Complete the followingsentence: ‘Successful management of services requires---- lEffective processeslQuality and customer satisfactionlUnderstanding customerslAdaptability, flexibility etc.lAbility to adapt new technologieslAbility to understand target marketslOpen-minded employeeslMeeting expectation between customers and employers2-8Inputs ---------->>>>>> Outputs2-9Resources: InputsPhysical resourcesOrganizational SystemsTechnology and Information2-10Resources: Inputs and OutputsPhysical resourcesOrganizational SystemsTechnology and InformationDelivery System2-11Resources: Inputs and OutputsPhysical resourcesOrganizational SystemsTechnology and InformationDelivery SystemCustomer Value2-12Resources: Inputs and OutputsPhysical resourcesOrganizational SystemsTechnology and InformationDelivery SystemCustomer ValueService Quality2-13...
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This note was uploaded on 01/25/2011 for the course MGT 4803 taught by Professor Staff during the Spring '08 term at Georgia Tech.

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Service ops mgt Week1_Session2_Services Management -...

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