IM3004 INDUSTRIAL ENGINEERING APPLICATIONS IN SERVICE SECTOR SYLLABUS | ANNA UNIVERSITY BE INDUSTRIAL ENGINEERING AND MANAGEMENT 8TH SEMESTER SYLLABUS REGULATION 2008 2011 2012-2013 BELOW IS THE ANNA UNIVERSITY 8TH SEMESTER B.E INDUSTRIAL ENGINEERING AND MANAGEMENT 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), 2008 REGULATION OF ANNA UNIVERSITY CHENNAI AND STUDENTS ADMITTED IN ANNA UNIVERSITY CHENNAI DURING 2009
IM3004 INDUSTRIAL ENGINEERING APPLICATIONS IN SERVICE SECTOR L T P C
3 0 0 3
UNIT I INTRODUCTION TO SERVICE SECTOR 8
Various Services: i) Hotel ii) Health Care iii) Bank iv) Retail Marketing / Department Stores v)
Urban bodies, vi) Education vii) Construction viii) Transport and Communication ix)
Government. Content of Product Vs. Services.
UNIT II RESOURCES USED IN SERVICE SECTOR 12
a) Space b) Manpower c) Capital d) Material, e) Equipment f) Energy g) Transport and
Communication h) Information I) Knowledge.
CRITICAL ASPECTS OF SERVICE SECTOR:
i) Customer Satisfaction ii) Cost reduction iii) Efficiency iv) Quality &Productivity of Service
organisations, Measurement of these characteristics.
UNIT III APPLICATION OF INDUSTRIAL ENGINEERING TECHNIQUES
TO THE SERVICE SECTOR 10
i) Data collection – Various charting techniques, Flow Diagram, work measurement – time
61
study, activity sampling, self recording, etc. ii) Quantitative techniques. iii) Data analysis –
Critical Examination / evaluation of data. iv) Work of simplification, form design. v) Computer
application to collection, storage and retrieval of information / data.
UNIT IV USE OF COMPUTERS IN SERVICE ORGANIZATIONS 7
Plant, local area network, wide area network to Collect, store, retrieve, transmit information /
data.
UNIT I FUTURE OF SERVICE SECTOR 8
Increasing role of service sector in National Economy. Management methods in Service
Sector. Need for optimizing resources in Service Sector.
TOTAL: 45 PERIODS
TEXT BOOKS:
1. J. Nevan Wright, Peter Race, “The Management of Service Operations”, Thomson
Learning
2. Anderson R. G.; “Organisation & Methods”, N & E Hand book Series.
3. Cemach H. P.; “Workstudy in office”; Ambar Publications.
REFERENCES:
1. Gerard Blokdijk, Ivanka Menken, “Service Level Management Best Practice
Handbook”,
2. T. Benley, Holt Rinahan & Winston; “Management Service Handbook”, Institute of
Management Service
3. Fitzsimmons; Service Management; Mc Graw Hill Publications.
4. Salvendy Gavriel, “Handbook of industrial engineering: technology and operations
management”, John Willey and Sons Inc.
IM3004 INDUSTRIAL ENGINEERING APPLICATIONS IN SERVICE SECTOR L T P C
3 0 0 3
UNIT I INTRODUCTION TO SERVICE SECTOR 8
Various Services: i) Hotel ii) Health Care iii) Bank iv) Retail Marketing / Department Stores v)
Urban bodies, vi) Education vii) Construction viii) Transport and Communication ix)
Government. Content of Product Vs. Services.
UNIT II RESOURCES USED IN SERVICE SECTOR 12
a) Space b) Manpower c) Capital d) Material, e) Equipment f) Energy g) Transport and
Communication h) Information I) Knowledge.
CRITICAL ASPECTS OF SERVICE SECTOR:
i) Customer Satisfaction ii) Cost reduction iii) Efficiency iv) Quality &Productivity of Service
organisations, Measurement of these characteristics.
UNIT III APPLICATION OF INDUSTRIAL ENGINEERING TECHNIQUES
TO THE SERVICE SECTOR 10
i) Data collection – Various charting techniques, Flow Diagram, work measurement – time
61
study, activity sampling, self recording, etc. ii) Quantitative techniques. iii) Data analysis –
Critical Examination / evaluation of data. iv) Work of simplification, form design. v) Computer
application to collection, storage and retrieval of information / data.
UNIT IV USE OF COMPUTERS IN SERVICE ORGANIZATIONS 7
Plant, local area network, wide area network to Collect, store, retrieve, transmit information /
data.
UNIT I FUTURE OF SERVICE SECTOR 8
Increasing role of service sector in National Economy. Management methods in Service
Sector. Need for optimizing resources in Service Sector.
TOTAL: 45 PERIODS
TEXT BOOKS:
1. J. Nevan Wright, Peter Race, “The Management of Service Operations”, Thomson
Learning
2. Anderson R. G.; “Organisation & Methods”, N & E Hand book Series.
3. Cemach H. P.; “Workstudy in office”; Ambar Publications.
REFERENCES:
1. Gerard Blokdijk, Ivanka Menken, “Service Level Management Best Practice
Handbook”,
2. T. Benley, Holt Rinahan & Winston; “Management Service Handbook”, Institute of
Management Service
3. Fitzsimmons; Service Management; Mc Graw Hill Publications.
4. Salvendy Gavriel, “Handbook of industrial engineering: technology and operations
management”, John Willey and Sons Inc.
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