BA9274 SERVICES OPERATIONS MANAGEMENT SYLLABUS | ANNA UNIVERSITY MBA 3RD SEM SYLLABUS REGULATION 2009 2011 2012-2013 BELOW IS THE ANNA UNIVERSITY THIRD SEMESTER MBA MASTER OF BUSINESS ADMINISTRATION DEPARTMENT SYLLABUS, TEXTBOOKS, REFERENCE BOOKS,EXAM PORTIONS,QUESTION BANK,PREVIOUS YEAR QUESTION PAPERS,MODEL QUESTION PAPERS, CLASS NOTES, IMPORTANT 2 MARKS, 8 MARKS, 16 MARKS TOPICS. IT IS APPLICABLE FOR ALL STUDENTS ADMITTED IN THE YEAR 2011 2012-2013 (ANNA UNIVERSITY CHENNAI,TRICHY,MADURAI,TIRUNELVELI,COIMBATORE), 2009 REGULATION OF ANNA UNIVERSITY CHENNAI AND STUDENTS ADMITTED IN ANNA UNIVERSITY CHENNAI DURING 2009
BA9274 SERVICES OPERATIONS MANAGEMENT LT P C
3 0 0 3
UNIT I INTRODUCTION 9
Importance and role of Services -Nature of services -Service classification Service Package
Service Strategy -Internet strategies - Environmental strategies.
UNIT II SERVICE DESIGN 9
New Service Development - Designing the Service delivery system: Service Blue-printing -
Managing Service Experience - Front-office Back-office Interface - Service scape – Implication
for Service Design
UNIT III SERVICE QUALITY 9
Service Quality- SERVQUAL, -Gap Model -Complaint management - Walk-through Audit -
Service Recovery - Service Guarantees - Service Encounter.
UNIT IV OPERATING SERVICES 9
Service operational planning and control -Process Analysis - Process Simulation -Service
Facility Location -Capacity Management in Services – Queuing models - Waiting Lines –
Simulation - Yield management.
UNIT V TOOLS AND TECHNIQUES 9
Inventory Management in Services – Retail Discounting Model - Newsvendor Model - Vehicle
Routing and Scheduling -Productivity and Performance measurement - Data Envelopment
Analysis (DEA) -Scoring System – Method for customer selection.
TOTAL:45 PERIODS
TEXT BOOKS
1. James A. Fitzsimmons, Mona J. Fitzsimmons, Service Management – Operations,
Strategy, Information Technology, Tata McGraw – Hill Edition 2006.
2. Richard Metters, Kathryn King-Metters, Madeleine Pullman, Steve Walton Service
Operations Management, South-Western, Cengage Learning, 2006.
REFERENCES
1. Cengiz Haksever, Barry Render, Roberta S. Russell, Rebert G. Murdick, Service
Management and Operations, Pearson Education – Second Edition.
2. Robert Johnston, Graham Clark, Service Operations Management, Pearson Education,
2005.
BA9274 SERVICES OPERATIONS MANAGEMENT LT P C
3 0 0 3
UNIT I INTRODUCTION 9
Importance and role of Services -Nature of services -Service classification Service Package
Service Strategy -Internet strategies - Environmental strategies.
UNIT II SERVICE DESIGN 9
New Service Development - Designing the Service delivery system: Service Blue-printing -
Managing Service Experience - Front-office Back-office Interface - Service scape – Implication
for Service Design
UNIT III SERVICE QUALITY 9
Service Quality- SERVQUAL, -Gap Model -Complaint management - Walk-through Audit -
Service Recovery - Service Guarantees - Service Encounter.
UNIT IV OPERATING SERVICES 9
Service operational planning and control -Process Analysis - Process Simulation -Service
Facility Location -Capacity Management in Services – Queuing models - Waiting Lines –
Simulation - Yield management.
UNIT V TOOLS AND TECHNIQUES 9
Inventory Management in Services – Retail Discounting Model - Newsvendor Model - Vehicle
Routing and Scheduling -Productivity and Performance measurement - Data Envelopment
Analysis (DEA) -Scoring System – Method for customer selection.
TOTAL:45 PERIODS
TEXT BOOKS
1. James A. Fitzsimmons, Mona J. Fitzsimmons, Service Management – Operations,
Strategy, Information Technology, Tata McGraw – Hill Edition 2006.
2. Richard Metters, Kathryn King-Metters, Madeleine Pullman, Steve Walton Service
Operations Management, South-Western, Cengage Learning, 2006.
REFERENCES
1. Cengiz Haksever, Barry Render, Roberta S. Russell, Rebert G. Murdick, Service
Management and Operations, Pearson Education – Second Edition.
2. Robert Johnston, Graham Clark, Service Operations Management, Pearson Education,
2005.
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