SCO6051
SCO 6051 - Service Management (2 Cr.) Online may be available
Supply Chain & Operations (11270)
TCSM - Curtis L. Carlson School of Management
SCO 6051 - Service Management (2 Cr.) Online may be available
Course description
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
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
Minimum credits
2
Maximum credits
2
Is this course repeatable?
No
Grading basis
A-F - A-F Grade Basis
Lecture
Requirements
000049
Typically offered term(s)
Every Fall