Tribhuvan University
Faculty of Management
Office of the Dean
Bachelor of Business Administration (BBA)
Course Objective
:The course aims to provide students with an understanding of the analysis, decision making and implementation issues of managing the operational aspects of a service. The course intends to provide a concept and formulation of strategy for providing service, which matches the target market with the strengths of the Service Company. Furthermore, the course intends to provide knowledge of operational decision-making thatsupport the service strategy of the company.
Course Description
:The course contains introduction, Service Strategy, Managing Service Operations, Optimization and Processes, Productivity and Quality Improvementand, Resource Utilization. LearningOutcomes After completion of this course student will be able to operate the service industry with the sufficient concept of service operation and management Student will also be equipped with the skills for the operation and management of service industry.
Course Contents:
Lecture hours show the approximate classroom time allocated to each unit.
Unit 1.Introduction
Concept of services, types of services, differentiation between goods and services, critical factors of success, service management, service marketing environment, sources of service sector growth, service sector challenges, the service product, new product development, product life cycle strategies, branding the service product, emerging service sectors in Nepal.
Unit 2.Service Strategy
Concept, distinctive characteristics of service operations, classifying services for strategic insights, the strategic service vision, service design elements, competitive environment of services, competitive service strategies- overall cost leadership, differentiation, and focus; and winning customers in the market place.
Unit 3.Managing Service Operations and Processes
- Concept, managing demand and supply, customer’ role in service delivery, types of supply relationships, managing service supply chains, managing through intermediaries, supply partnerships, service guarantees, service process matrix, service level agreement
- managing facilitating goods- role of inventory in services, characteristics of inventory systems and relevant cost and inventory system
- order quantity models-EOQ,ABCs of inventory control.
Unit 4.Productivity and Quality Improvement
Concept, service quality, model of service quality, customer value equation, stages in service firm competitiveness, making continuous improvement in service as a competitive strategy, walk- through audit, quality and productivity, blueprint for service excellence, quality and productivity improvement process, quality tools for analysis and problem solving.
Unit 5.Resource Utilization
Concept, capacity management, operations planning and control, managing bottlenecks and queues, managing the capacity zone, improving the resource utilization, performance management and measurement, the purpose of measurement, a balance of measures, benchmarking. Text and Reference Books: Johnston, R., & Clark, G., Service Operations Management: Improving Service Delivery, Prentice-Hall. Collier, D. A., Service Management: Operating Decisions, Prentice Hall, Englewood Cliffs, New Jersey. Schmenner, R.W., Service Operations Management, Prentice Hall, Englewood cliffs,