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Apr 18, 2024
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ITOM 6224 - Managing Service Operations
Credits: 2
The service sector represents the largest part of most industrial economies. Industries such as financial services, health care, transportation, hospitality, and communications all face ever-more intense competition and increasing customer expectations based on their operational performance. Students explore the major managerial problems and issues in service sector companies and in the service functions of manufacturing firms, and they use analytical techniques (e.g., process analysis, forecasting, optimization, simulation, and yield management) to explore questions about the strategic service vision, design and delivery of services, capacity and demand management, service quality and productivity, customer service management, technology in service operations, and globalization of services. Provides the language, concepts, insights, and tools to deal with these issues and to gain a competitive advantage. Prerequisites: ITOM 6202 , ITOM 6203 or current enrollment in the M.S.B.A. program.
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