Service Operations I

Service Operations I is a broad-based introductory course designed tohelp students recognize the strategic role of operational decision-making, the importance of sound operations management principles in all business functions, and the managerial levers that enable competitive positioning of firms. The class is structured around the complex and challenging mandate many managers face today: reducing the cost of providing services,improving service levels and customer retention, increasing the pace of new service and product innovation and deployment, and improving quality of the services, while operating with reduced budgets and lower headcount. Students will learn the fundamentals of designing service delivery systems, managing business process flows, forecasting demand, structuring supply chains, improving quality using state-of-the-art methods, and implementing changeusing project management techniques.