INTRODUCTION TO SERVICE OPERATIONS
Examines strategies for achieving operational competitiveness in service businesses in a global service economy. Learners will be introduced to strategic and tactical aspects of managing the operations, marketing, and human resources functions to control resources and deliver services to customers. The major service sectors such as health care, insurance, education, technical support services, banking and financial services, transportation, restaurants and hotels are examined. Learners will explore challenges faced by service operations managers, customer expectations and perceptions.