Manning school of business poms 6030 061service management credits
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- COURSE OVERVIEW
| PLACE IN MBA CURRICULUM Matriculated MBA students who have completed ACCT, FINA.5010, MKTG.5010, POMS, MGMT.5010, MGMT.5110 or permission of MBA coordinator. PLACE IN SUPPLY CHAIN AND OPERATIONS MANAGEMENT GRADUATE CERTIFICATED CURRICULUM The certificate requires students to complete 12 hours of graduate study. This consists of four, three-credit Supply Chain and Operations Management courses. Service Management is one of the four courses. COURSE OVERVIEW The service sector is the largest component of all developed countries (in the US, it accounts for 70% of GNP and 80% of employment. In addition, some evidence suggests that productivity in services has substantially lagged that of manufacturing. Given the sheer size of this sector of the economy and the lack of large productivity improvements, it is imperative that attention be given to improving the operations of service delivery systems. Technology alone will not solve this problem. Over the past decade, service industry investments in technology totaled more than $180 billion 85% of all technology investments in the US. are made by organizations in the service sector. Thus, management and engineering talent must be focused on improving the operation processes in services if individual organizations and the economy as a whole are to 2 prosper. This course will focus on the various aspects involved in the management of service operations within the pure service sector (banking, transportation, travel and tourism, government, etc) and within the service functions of manufacturing (after-sales support, financing, etc. After an introductory section to provide an overview of the role of services in the economy and within the functioning of various enterprises (manufacturing, government, not-for-profits, etc, the following topics and more will be explored the measurement of productivity and quality, managing capacity and demand, quality management, management of waiting line, management of technology, and Data Envelopment Analysis. Download 310.03 Kb. Share with your friends:
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