# Service Management: Integrating Strategy, Operations, and Technology

- Institution: IIT Kharagpur
- Department: Management
- Teacher: Prof. Sanjib Chowdhury
- Level: Undergraduate
- Language: English
- Subjects: Business and management
- Source: [NPTEL](https://nptel.ac.in/courses/110105508)
- Licence: [CC BY-NC-SA](https://nptel.ac.in/faq) (Non-commercial use only.)
- Syllabus: [at the source](https://nptel.ac.in/courses/110105508)
- Who can watch: Tweens profiles and older (sources give no ratings; placed by Invisible Network from the source's own words)

## Lectures

1. [Lecture 1 : The Role of Services in an Economy - 1](https://invisiblenetwork.ai/learn/nptel/110105508/e4c1eedae547) (Video)
2. [Lecture 2 : The Role of Services in an Economy - 2](https://invisiblenetwork.ai/learn/nptel/110105508/b6d70e89e023) (Video)
3. [Lecture 3 : The Nature of Services - 1](https://invisiblenetwork.ai/learn/nptel/110105508/8b83d5bd11a1) (Video)
4. [Lecture 4 : The Nature of Services - 2](https://invisiblenetwork.ai/learn/nptel/110105508/219a9f9a0558) (Video)
5. [Lecture 5 : The Nature of Services - 3](https://invisiblenetwork.ai/learn/nptel/110105508/71eda22c28b1) (Video)
6. [Lecture 6 : Strategic Service Vision, and Competitive Advantage](https://invisiblenetwork.ai/learn/nptel/110105508/4c2361986e29) (Video)
7. [Lecture 7 : Generic Strategies for Competitive Advantage (contd.)](https://invisiblenetwork.ai/learn/nptel/110105508/72c4fda09ea7) (Video)
8. [Lecture 8 : Five-forces Model, and SWOT Analysis](https://invisiblenetwork.ai/learn/nptel/110105508/dd4b5936f94d) (Video)
9. [Lecture 9 : Winning Customers, Sustainability, and Role of Information in Services](https://invisiblenetwork.ai/learn/nptel/110105508/7fe08b4cd5ea) (Video)
10. [Lecture 10 : Virtual Value Chain, Limits in the Use of Information, and Service Firm Competitiveness](https://invisiblenetwork.ai/learn/nptel/110105508/faa3e9925b2b) (Video)
11. [Lecture 11 : Sources of Growth and Innovations in Service Sector](https://invisiblenetwork.ai/learn/nptel/110105508/891657c4e034) (Video)
12. [Lecture 12 : Design and Development of New Service](https://invisiblenetwork.ai/learn/nptel/110105508/3d0cd9310b2e) (Video)
13. [Lecture 13 : Taxonomy and Generic Approaches to Service System Design](https://invisiblenetwork.ai/learn/nptel/110105508/4d3fcf7483ad) (Video)
14. [Lecture 14 : Role of Technology in Services and Service Encounter Triad](https://invisiblenetwork.ai/learn/nptel/110105508/9163a66995de) (Video)
15. [Lecture 15 : Service Encounter (contd.)](https://invisiblenetwork.ai/learn/nptel/110105508/69666d9a6e4f) (Video)
16. [Lecture 16 : Service Profit Chain](https://invisiblenetwork.ai/learn/nptel/110105508/236399bd773a) (Video)
17. [Lecture 17 : Servicescapes and Facility Design](https://invisiblenetwork.ai/learn/nptel/110105508/7ca05857f137) (Video)
18. [Lecture 18 : Process Flows](https://invisiblenetwork.ai/learn/nptel/110105508/0ed51e12c4c6) (Video)
19. [Lecture 19 : Product Layout: Work Allocation Problem](https://invisiblenetwork.ai/learn/nptel/110105508/d5d0a82b4852) (Video)
20. [Lecture 20 : Process Layout: Relative Location Problem](https://invisiblenetwork.ai/learn/nptel/110105508/04cdee2125ff) (Video)
21. [Lecture 21 : Process Layout: Relative Location Problem (Contd.)](https://invisiblenetwork.ai/learn/nptel/110105508/5a69a0f8b75d) (Video)
22. [Lecture 22 : Defining and Measuring Service Quality](https://invisiblenetwork.ai/learn/nptel/110105508/04bc454989e6) (Video)
23. [Lecture 23 : Quality Service by Design](https://invisiblenetwork.ai/learn/nptel/110105508/0db9167b45a3) (Video)
24. [Lecture 24 : Unconditional Service Guarantee and Service Recovery](https://invisiblenetwork.ai/learn/nptel/110105508/94119efebcd3) (Video)
25. [Lecture 25 : Statistical Process Control -I](https://invisiblenetwork.ai/learn/nptel/110105508/9c118dc201ee) (Video)
26. [Lecture 26 : Statistical Process Control -II](https://invisiblenetwork.ai/learn/nptel/110105508/c085ec7dc469) (Video)
27. [Lecture 27 : Statistical Process Control -III](https://invisiblenetwork.ai/learn/nptel/110105508/4b3d8978948c) (Video)
28. [Lecture 28 : Statistical Process Control -IV](https://invisiblenetwork.ai/learn/nptel/110105508/36ccac39d888) (Video)
29. [Lecture 29 : Foundation of Continuous Improvement](https://invisiblenetwork.ai/learn/nptel/110105508/81858675d246) (Video)
30. [Lecture 30 : Quality Improvement Programs I](https://invisiblenetwork.ai/learn/nptel/110105508/d97f38ec9f35) (Video)
31. [Lecture 31 : Quality Improvement Programs II](https://invisiblenetwork.ai/learn/nptel/110105508/706ed0db0c41) (Video)
32. [Lecture 32 : Domestic Growth and Expansion Strategies](https://invisiblenetwork.ai/learn/nptel/110105508/141cb7e715b5) (Video)
33. [Lecture 33 : Generic International Strategies](https://invisiblenetwork.ai/learn/nptel/110105508/14f72ee57cc3) (Video)
34. [Lecture 34 : Transnational Operations and Global Service Strategies](https://invisiblenetwork.ai/learn/nptel/110105508/38743f008304) (Video)
35. [Lecture 35 : Strategic Location Considerations](https://invisiblenetwork.ai/learn/nptel/110105508/e136933a943b) (Video)
36. [Lecture 36 : Facility Location Modelling](https://invisiblenetwork.ai/learn/nptel/110105508/6b6cfe31e4d2) (Video)
37. [Lecture 37 : Facility Location Techniques: Locational Cost-Profit-Volume analysis](https://invisiblenetwork.ai/learn/nptel/110105508/f9258b6ba20e) (Video)
38. [Lecture 38 : Facility Location Techniques: Cross-Median Approach](https://invisiblenetwork.ai/learn/nptel/110105508/5a0fcc8d42d6) (Video)
39. [Lecture 39 : Facility Location Techniques: Huff Retail Location Model I](https://invisiblenetwork.ai/learn/nptel/110105508/90bd25ad111c) (Video)
40. [Lecture 40 : Facility Location Techniques: Huff Retail Location Model II](https://invisiblenetwork.ai/learn/nptel/110105508/7f108765df08) (Video)
41. [Lecture 41 : Strategies for Managing Demand - I](https://invisiblenetwork.ai/learn/nptel/110105508/183646b6b109) (Video)
42. [Lecture 42 : Strategies for Managing Demand - II](https://invisiblenetwork.ai/learn/nptel/110105508/d66ac1b5db28) (Video)
43. [Lecture 43 : Strategies for Managing Demand - III](https://invisiblenetwork.ai/learn/nptel/110105508/bb6e82d7efc8) (Video)
44. [Lecture 44 : Strategies for Managing Capacity - I](https://invisiblenetwork.ai/learn/nptel/110105508/b5e79e7522f2) (Video)
45. [Lecture 45 : Strategies for Managing Capacity - II](https://invisiblenetwork.ai/learn/nptel/110105508/e667cf03efb2) (Video)
46. [Lecture 46 : Yield Management - I](https://invisiblenetwork.ai/learn/nptel/110105508/10602acc2028) (Video)
47. [Lecture 47 : Yield Management - II](https://invisiblenetwork.ai/learn/nptel/110105508/a9d0b9dd929b) (Video)
48. [Lecture 48 : Strategies for Managing Customer Waiting](https://invisiblenetwork.ai/learn/nptel/110105508/50b42616291a) (Video)
49. [Lecture 49 : Essential Features of Queuing Systems](https://invisiblenetwork.ai/learn/nptel/110105508/6bbb8d6e5cca) (Video)
50. [Lecture 50 : Relationship between negative Exponential and Poisson distribution](https://invisiblenetwork.ai/learn/nptel/110105508/9a10992d40b2) (Video)
51. [Lecture 51 : Strategic Roles of Capacity Planning, and Queuing - Terminology](https://invisiblenetwork.ai/learn/nptel/110105508/2366cb84cf83) (Video)
52. [Lecture 52 : Queuing Models - Operating System Characteristics](https://invisiblenetwork.ai/learn/nptel/110105508/5d0b846b2edc) (Video)
53. [Lecture 53 : Queuing System Cost Trade-off](https://invisiblenetwork.ai/learn/nptel/110105508/f9bb565a0c37) (Video)
54. [Lecture 54 : Basic Concepts and Approach to Managing Project](https://invisiblenetwork.ai/learn/nptel/110105508/bf67d5f8aff4) (Video)
55. [Lecture 55 : Developing Project Plan using PERT/CPM](https://invisiblenetwork.ai/learn/nptel/110105508/bfe9598f6e0e) (Video)
56. [Lecture 56 : Construction of Network and Network Computation Process](https://invisiblenetwork.ai/learn/nptel/110105508/fb6886380c5f) (Video)
57. [Lecture 57 : Uncertain Activities, and Probability of Completion of Project on Time](https://invisiblenetwork.ai/learn/nptel/110105508/fb8c6d2d17c4) (Video)
58. [Lecture 58 : The Role of Inventory in Services, and Inventory Models](https://invisiblenetwork.ai/learn/nptel/110105508/d8132ab4f129) (Video)
59. [Lecture 59 : Economic Order Quantity and Special Inventory Models](https://invisiblenetwork.ai/learn/nptel/110105508/ac3e02e7c148) (Video)
60. [Lecture 60 : Inventory Management under Uncertainity](https://invisiblenetwork.ai/learn/nptel/110105508/6048487b9464) (Video)
61. [Lecture 61 : Inventory Control Systems and ABC Analysis](https://invisiblenetwork.ai/learn/nptel/110105508/655264e0a182) (Video)
62. [Live Session 28-10-2025](https://invisiblenetwork.ai/learn/nptel/110105508/e4c1eedae547-2) (Video)
63. [Live Session 22-08-2024](https://invisiblenetwork.ai/learn/nptel/110105508/b6d70e89e023-2) (Video)
64. [Live Session 22-08-2024](https://invisiblenetwork.ai/learn/nptel/110105508/8b83d5bd11a1-2) (Video)
65. [Live Session 22-08-2024](https://invisiblenetwork.ai/learn/nptel/110105508/219a9f9a0558-2) (Video)