MGT 412 - Service Operations Management

Credit(s): 3
Lecture Hours: 3
Lab Hours: 0
When Offered: As Needed

A study of operations management specific to the service sector. Emphasis is on formulating service strategy, designing and improving the service delivery system, and matching supply and demand in service operations. Topics include strategic positioning and service strategy, internet strategy, environmental strategy, new service development, managing service experiences, front- and back-office interface, offshoring and outsourcing, analyzing processes, service quality, yield management, inventory management, and waiting time management.

Prerequisite(s): Junior Standing