CIM331 Services Operations Management Syllabus:
CIM331 Services Operations Management Syllabus – Anna University Regulation 2021
COURSE OBJECTIVES
The objective of the course is
• To understand the growing significance
• To impact of services on the growth and economy
• To apply the knowledge of service process management
• To analyse and improving service delivery propositions
• To understand the knowledge of AI
UNIT I UNDERSTANDING SERVICE OPERATIONS
Introduction; Nature & Role of Services in Economy; Service Operations and their Management Fundamentals; Service Strategy; Positioning of Services in the Organisation Value Chain Module
UNIT II SERVICE OPERATION INFRASTRUCTURE
Service Facility Design, Layout & Location, Off-shoring & Outsourcing; Technology in Services, Front-office Back-office Interface; Human Factor in Services; External Associates in Service Processes
UNIT III SERVICE PROCESS MANAGEMENT
Service Encounter Design and Control; Managing Service Processes; Experience Management in Service Operations; Service Quality and Reliability Assurance; Service Process Improvement & the Associated Methodologies; Experience Innovation Paradigm; New Service Development
UNIT IV IMPROVING SERVICE DELIVERY PROPOSITIONS
Service Growth and Globalization; Forecasting Demand for Services; Capacity and Demand Management; Customer Expectations and the Planned Provision in Service Delivery; Legal Aspects of Expectation-Delivery Gaps; Service Waiting Line and Customer Relationship Management; Inventory Management for Improved service Delivery Module
UNIT V INCORPORATING AI AND OTHER LATEST TECHNOLOGIES IN SERVICE OPERATIONS
Introduction to AI and other new age technologies.AI as a service (AIaaS). Futuristic Scenario of incorporating new technologies like cloud computing, simulation, robotics etc in service operations
TOTAL: 45 PERIODS
COURSE OUTCOMES
• CO1: Understanding the growing significance
• CO2: Impacting of services on the growth and economy
• CO3: Applying the knowledge of service process management
• CO4: Analysing and improving service delivery propositions
• CO5: Understanding the knowledge of AI
TEXT BOOKS
1. Deborah (2008), Competitive Strategies for Service Businesses, New Delhi: Jaico
2. Fitzsimmons & Fitzsimmons (2006), Service Management, Tata McGraw-Hill
3. Haksever, et al. (2006), Service Management and Operations, Pearson Education
4. Hollins (2007), Managing Service Operations, Sage Publications
5. Johnston & Clark (2009), Service Operations Management, Pearson Education
6. Metters, et al. (2006), Service Operations Management, Cengage Learning
7. Davis & Heineke (2003), Managing Services: People and Technology, Tata McGraw Hill