Service Operations Management


The course explores the dimensions of successful service firms. It prepares students for enlightened management and suggests creative entrepreneurial opportunities. Outstanding service organizations are managed differently than their "merely good" competitors. Actions are based on totally different assumptions about the way success is achieved.  The results show not only in terms of conventional measures of performance but also in the enthusiasm of the employees and quality of customer satisfaction.  Beginning with the service encounter, service managers must blend marketing, technology, people, and information to achieve a distinctive competitive advantage.

Moreover, the course will focus on service management from an integrated viewpoint with a focus on customer satisfaction.  The material will integrate operations, marketing, strategy, information technology and organizational issues.  Finally, because the service sector is the fastest-growing sector of the economy, this course is intended to help students discover entrepreneurial opportunities.

bullet Course Description
bullet Homework Deadlines
bullet Case Study Deadlines
bullet Case Study Guidelines
bullet Chapter Presentation Guidelines
bullet Chapter Presentation Schedules
bullet Variable Control Chart Constants
bullet Statistical Forecasting Models
bullet Exams

Contact: Jamel Chafra at