Course11010550865 lectures
Service Management: Integrating Strategy, Operations, and Technology
Prof. Sanjib Chowdhury · IIT Kharagpur
Lectures
week-01
- Lecture 1 : The Role of Services in an Economy - 1
- Lecture 2 : The Role of Services in an Economy - 2
- Lecture 3 : The Nature of Services - 1
- Lecture 4 : The Nature of Services - 2
- Lecture 5 : The Nature of Services - 3
week-02
- Lecture 6 : Strategic Service Vision, and Competitive Advantage
- Lecture 7 : Generic Strategies for Competitive Advantage (contd.)
- Lecture 8 : Five-forces Model, and SWOT Analysis
- Lecture 9 : Winning Customers, Sustainability, and Role of Information in Services
- Lecture 10 : Virtual Value Chain, Limits in the Use of Information, and Service Firm Competitiveness
week-03
- Lecture 11 : Sources of Growth and Innovations in Service Sector
- Lecture 12 : Design and Development of New Service
- Lecture 13 : Taxonomy and Generic Approaches to Service System Design
- Lecture 14 : Role of Technology in Services and Service Encounter Triad
- Lecture 15 : Service Encounter (contd.)
- Lecture 16 : Service Profit Chain
week-04
- Lecture 17 : Servicescapes and Facility Design
- Lecture 18 : Process Flows
- Lecture 19 : Product Layout: Work Allocation Problem
- Lecture 20 : Process Layout: Relative Location Problem
- Lecture 21 : Process Layout: Relative Location Problem (Contd.)
week-05
- Lecture 22 : Defining and Measuring Service Quality
- Lecture 23 : Quality Service by Design
- Lecture 24 : Unconditional Service Guarantee and Service Recovery
- Lecture 25 : Statistical Process Control -I
- Lecture 26 : Statistical Process Control -II
- Lecture 27 : Statistical Process Control -III
- Lecture 28 : Statistical Process Control -IV
week-06
- Lecture 29 : Foundation of Continuous Improvement
- Lecture 30 : Quality Improvement Programs I
- Lecture 31 : Quality Improvement Programs II
- Lecture 32 : Domestic Growth and Expansion Strategies
week-07
- Lecture 33 : Generic International Strategies
- Lecture 34 : Transnational Operations and Global Service Strategies
- Lecture 35 : Strategic Location Considerations
- Lecture 36 : Facility Location Modelling
- Lecture 37 : Facility Location Techniques: Locational Cost-Profit-Volume analysis
week-08
- Lecture 38 : Facility Location Techniques: Cross-Median Approach
- Lecture 39 : Facility Location Techniques: Huff Retail Location Model I
- Lecture 40 : Facility Location Techniques: Huff Retail Location Model II
- Lecture 41 : Strategies for Managing Demand - I
week-09
- Lecture 42 : Strategies for Managing Demand - II
- Lecture 43 : Strategies for Managing Demand - III
- Lecture 44 : Strategies for Managing Capacity - I
- Lecture 45 : Strategies for Managing Capacity - II
- Lecture 46 : Yield Management - I
- Lecture 47 : Yield Management - II
week-10
- Lecture 48 : Strategies for Managing Customer Waiting
- Lecture 49 : Essential Features of Queuing Systems
- Lecture 50 : Relationship between negative Exponential and Poisson distribution
- Lecture 51 : Strategic Roles of Capacity Planning, and Queuing - Terminology
- Lecture 52 : Queuing Models - Operating System Characteristics
- Lecture 53 : Queuing System Cost Trade-off
week-11
- Lecture 54 : Basic Concepts and Approach to Managing Project
- Lecture 55 : Developing Project Plan using PERT/CPM
- Lecture 56 : Construction of Network and Network Computation Process
- Lecture 57 : Uncertain Activities, and Probability of Completion of Project on Time
week-12
- Lecture 58 : The Role of Inventory in Services, and Inventory Models
- Lecture 59 : Economic Order Quantity and Special Inventory Models
- Lecture 60 : Inventory Management under Uncertainity
- Lecture 61 : Inventory Control Systems and ABC Analysis
Live Session
Syllabus and materials
At NPTEL, as the course publishes them.
Credits and licence
- Institution
- IIT Kharagpur
- Department
- Management
- Teacher
- Prof. Sanjib Chowdhury
- Level
- Undergraduate
- Language
- English
- Subjects
- Business and management
- Source
- NPTEL
- Licence
- CC BY-NC-SA, as NPTEL states it. Non-commercial use only. NPTEL's terms
- Attribution
- NPTEL states: "Distributed under Creative Commons Attribution-ShareAlike / CC BY - NC - SA", beside a BY-NC-SA badge.
- Who can watch
- NPTEL gives no rating. Invisible Network shows it to Tweens profiles and older, judged from what the source says about it. How courses are placed
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