BA7052 Services Operations Management Syllabus Notes Question Papers 2 Marks with Answers Question Bank - MBA 3rd Semester

BA7052 Services Operations Management Syllabus Notes Question Papers 2 Marks with Answers Question Bank with answers Anna University BA7052 SOM Notes Syllabus 2 Marks with answers MBA 3rd Semester - Regulation 2013 & 2015 3rd Semester Syllabus Notes

Anna University BA7052 Services Operations Management Notes Syllabus 2 marks with answers Part A Question Bank with answers Key - MBA 3rd Semester

Anna University BA7052 Services Operations Management Syllabus Notes 2 marks with answer is provided below. BA7052 Notes Syllabus all 5 units notes are uploaded here. here BA7052 SOM Syllabus notes download link is provided and students can download the BA7052 Syllabus and Lecture Notes and can make use of it.
Anna University Regulation 2013 Notes Syllabus Question Papers Question Banks -Rejinpaul

Click below link to download Services Operations Management Study Materials .

BA7052 SERVICES OPERATIONS MANAGEMENT SYLLABUS REGULATION 2013

UNIT I INTRODUCTION
Services – Importance, role in economy, service sector – growth; Nature of services -Service classification , Service Package, distinctive characteristics , open-systems view; Service Strategy – Strategic service vision, competitive environment, generic strategies, winning customers; Role of information technology; stages in service firm competitiveness; Internet strategies - Environmental strategies.

UNIT II SERVICE DESIGN
New Service Development – Design elements – Service Blue-printing - process structure – generic approaches –Value to customer; Retail design strategies – store size – Network configuration ; Managing Service Experience –experience economy, key dimensions ; Vehicle Routing and Scheduling

UNIT III SERVICE QUALITY
Service Quality- Dimensions, Service Quality Gap Model; Measuring Service Quality –SERVQUAL - Walk-through Audit; Quality service by design - Service Recovery - Service Guarantees; Service Encounter – triad, creating service orientation, service profit chain; Front-office Back-office Interface – service decoupling.

UNIT IV SERVICE FACILITY
Servicescapes – behaviour - environmental dimensions – framework; Facility design – nature, objectives, process analysis – process flow diagram, process steps, simulation; Service facility layout; Service Facility Location – considerations, facility location techniques – metropolitan metric, Euclidean, centre of gravity, retail outlet location , location set covering problem

UNIT V MANAGING CAPACITY AND DEMAND
Managing Demand – strategies; Managing capacity – basic strategies, supply management tactics, operations planning and control; Yield management; Inventory Management in Services– Retail Discounting Model, Newsvendor Model; Managing Waiting Lines –Queuing systems, psychology of waiting; Managing for growth- expansion strategies, franchising , globalization.

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Check also :

Anna University UG Regulation 2013 Syllabus - Click here

Anna University PG Regulation 2013 Syllabus - Click here


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BA7052 Services Operations Management Syllabus Notes Question Papers 2 Marks with Answers Question Bank - MBA 3rd Semester Reviewed by Anirudhan R on 7:13 PM Rating: 5

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