Course details
Service Operations Management
OPER 60505A
This course addresses the analysis, improvement, and transformation of service delivery processes and systems to deliver experiences that meet customer needs effectively and efficiently. Key aspects of service operations management that support the performance and competitiveness of services providers are reviewed.
This course highlights the characteristics, issues and challenges of managing operations in service organizations, one of the most critical sectors of the global economy and value creation. The main decision-making areas of the operations management system and their impacts on the design, inter-functionality of the implementation and deployment of operational systems and delivery processes are discussed. The focus is on strategic delivery management systems, in terms of capacity, service quality, customer experience, and innovation in service delivery packages. Through these dimensions, the course shows how operational decisions are becoming an essential lever for performance, sustainability and adaptation in an environment marked by digital transformation and rapidly changing user expectations.
Themes covered
- Economic social ecological and managerial importance of services.
- Classifications and characteristics of services.
- The service concept the role of the different functions of the organization and the variables of the management of its operations.
- Service delivery processes and service delivery systems characterization.
- Strategic management of service operations.
- Productivity and capacity management in services.
- Quality management in services.
- Technologies and innovation in service delivery processes and operations management.
- Challenges of firm's growth and service operations internationalization.
- Digital transformation of service operations and artificial intelligence applications.
- Servitization - services in manufacturing companies.
- Trends in service operations management.
Important notes
Course in French : OPER 60505
Cours mutuellement exclusif(s) : OPER 80550. Vous ne pouvez pas vous inscrire à ce cours si vous avez postulé ou réussi le cours OPER 80550.
Cours mutuellement exclusif(s) : OPER 80550. Vous ne pouvez pas vous inscrire à ce cours si vous avez postulé ou réussi le cours OPER 80550.
Course code
OPER 60505A
Subject
Operations and logistics
Program
Master of Science (MSc)
Instruction mode
On-site learning
Credits
3