Course Name: YMESERVMAN
Course Title: Service Management
Instructors: De Guzman, Intal, Padlang and Tayag
Required Text: Fitzsimmons, James, Fitzsimmons, Mona and Bordoloi, Sanjeev (2015).Service Management. Operations, Strategy, Information Technology. 8th Edition McGraw-Hill
Course Description: This course is designed to engage the students in the specific nature of service industry and the peculiarities of managing service firms. It zeroes in on three areas of service management, i.e., service strategy, service operations and the role of information technology in service management. Furthermore, the course provides an opportunity for the students to be exposed on the operations and strategies of selected local service firms.
Finally, the course promotes an understanding of the economic and business management theories of how business firms make service management decisions so that it encourages student decision-making.
Topic Outline: Estimated No of Hours
1. Review of the Service Management Concept 6.00
Introduction and Information
Relevance of Service Management
Role of Services in the Economy
Evolution of Services
New Experience Economy
2. Service Strategy 6.00
Introduction and Information
The Strategic Service Vision
Tools to Understand the Competitive Environment of Services
Competitive Service Strategies
The Competitive Role of Information in Services
3. New Service Development 6.00
Introduction and Information
Innovation in Services
New Service Development Cycle
Service Blueprinting
4. The Service Encounter 6.00
Introduction and Information
The Service Encounter Triad
The Service Organization
The Customer
Supporting Facility & Process Flows
Servicescapes
Facility Design & Layouts
5. Service Quality 6.00
Introduction and Information
Measuring Service Quality
Service Recovery
6. Service Facility Location 6.00
Introduction and Information
Strategic Location Considerations
Facility Location Tools & Techniques
7. Growth & Globalization of Services 6.00
Introduction and Information
Growth & Expansion Strategies
Globalization of Services
Managing Capacity & Demand
Managing Waiting Lines
8. Managing Service Projects 6.00
Introduction and Information
Nature of Project Management
Techniques for Project Management
Activity Crashing
Total Sessions Express As Contact Hours 54
Recap
Identification of CPC Topics Covered in this Course Estimated Contact Hours
Accounting 3
Marketing 6
Finance 3
Management 18
Organizational Behavior
Human Resource Management
Operations Management 9
Legal Environment of Business
Economics 3
Ethics
Information System 3
Quantitative Methods/ Statistics 3
International/ Global Dimensions of Business 3
Integrative Experience 3
Total Estimated Contact Hours 54
