IND 816

The objective of this course is to develop an understanding of the elements of service organizations and relations among the operations, human resources, information system and marketing functions in a service industry. The course explores the challenges faced by managers in various types of service organizations with a focus on operational issues in such organizations. Topics include the nature of services, the role of services in economy, designing service organizations, service quality, E-service, managing service operations, quality and productivity improvement in service organizations, and growth and globalization of services.