service management

Advertisement

Service Management is a tool through which a company can optimize inventory, reduce high service costs, optimize customer service, increase service revenue, reduces obsolescence costs and improves customer satisfaction levels.

Service management subject aims to provide an understanding and acquaints DU BMS students with decision making in planning, design, delivery, quality and scheduling of service operations even in global scale. DU BMS students are also expected to appreciate the role of service quality in emerging service economy of India in relation to international business environment.

Here we present Delhi University TYBMS Sem 5 Syllabus – Service Management:

Unit 1 – 8 lectures

  1. Introduction to Services
  2. Nature of Services
  3. Characteristics of Services – Intangibility, Inconsistency, Inseparability and Inventory
  4. Search, experience and credence attributes
  5. Classification of services
  6. Consumer versus industrial services
  7. Importance of services marketing
  8. Every business a service business
  9. Service as key differentiator for manufacturing industries

Unit 2 – 10 lectures

  1. Service marketing mix
  2. Introduction to the 7 Ps of service marketing mix
  3. Product-service continuum
  4. Standalone service products
  5. Service products bundled with tangible products
  6. Service life cycle
  7. Services distribution
  8. Promotion
  9. Pricing
  10. People
  11. Physical evidence
  12. Process

Unit 3 – 12 lectures

  1. Matrix of service characteristics
  2. Challenges in operations management of services
  3. Aggregate capacity planning for services
  4. Facility location and layout for services
  5. Job and work design
  6. Safety and physical environment
  7. Effect of automation
  8. Operations standards and work measurement
  9. Measurement and control and improvement of quality of services

Unit 4 – 12 lectures

  1. Concept of a total quality service
  2. Dynamics of service delivery system
  3. Aggregate planning for services
  4. Scheduling for service personnel and vehicles
  5. Inventory management in services
  6. Supply chain and distribution of services
  7. Total productive maintenance (TPM) in services
  8. Case studies of exemplary professional services
  9. Concept of total quality (TQ) in services
  10. Determinants of service quality
  11. Components of TQ Loop
  12. Elements of a TQM system
  13. Developing service quality culture and ethics
  14. Trust, value, integrity and responsibility

Unit 5 – 14 lectures

  1. Quality policy and organization
  2. Service quality costs
  3. Design for quality
  4. Failsafing
  5. Service quality deployment
  6. Benchmarking
  7. Q-7 and new Q-7 tools
  8. Assessment of customer feedback and satisfaction
  9. Walk through audit
  10. Use of scales like SERVQUAL and LODGESERVE
  11. Service quality gaps analysis
  12. Customer value analysis
  13. Human aspects of service quality
  14. Total employee involvement and empowerment
  15. Suggestion system
  16. Benchmarking
  17. Implementing service quality
  18. Complaints handling and service recovery
  19. Unconditional service guarantee and refunds
  20. Integrating service quality with environment
  21. Safety and supply chain
  22. Total service quality management systems
  23. Assessment, accreditation and audits.

 

Textbooks and References:

  1. Service America: Doing business in the new economy – Albrecht, K, and Zemke, R
  2. Service management: operating decisions – Collier, D.A.
  3. Services marketing – Tata McGraw Hill
  4. Service Management Effectiveness – Bowen, D.E., Chase, R.B., & Cummings, T.G.
  5. Service Management Effectiveness: Balancing Strategy, Organization and Human Resources, Operations and Marketing – Bowmen, D.E.
  6. Service Management and Operations – Haksever, C, Render, B, Russell, R.S., & Murdic, R.G.
  7. Service Management for Competitive Advantage – Fitzsimmons, J.A, & Fitzsimmons, M.
  8. Service Operations Management – Fitzsimmons, J.A. & Sullivan, R.S.
  9. Service Breakthroughs, Changing the Rules of the Game – Heskett, J.L.
Advertisement
The following two tabs change content below.
We, at BMS.co.in, believe in sharing knowledge and giving quality information to our BMS students. We are here to provide and update you with every details required by you BMSites! If you want to join us, please mail to [email protected]
318 Comments
  1. ghiokSpoib 2 days ago

    GALAXY FOREVER.Besides, you will save dramatically on shipping costs, skipping several of those or even qualifying for a free shipping if you spend more than 150,00 at one shopping spree.Both the drug and its generics are effective medical remedies.As you become a registered user andsubscribe to our notification system, you automatically transit to a qualitatively new level of savings.Nitrates will also interact with these drugs, so people should not use them together. viagra buy Not enough research has been conducted to give the tasty fruit this title.When sexually stimulated, the PDE-5 class of drugs maintain a relaxed muscle state and increase the flow of blood to the penis to facilitate an erection.3 try not to plan sex around large meals or big dinner dates that include alcohol, since you ll need to drink far more of this performance-inhibiting beverage to feel the desire-provoking effect.Viagra is not prescribed to the weaker sex.because often if side effect does occur, usually its minor and temporary. <a href=[Link deleted]viagra Who can buy it.How can I get Viagra without a prescription.Your companion on the same night will turn into a real panther passionate, perky and energetic.Yes girls, really, this little pill works real wonders with my body.30-60 minutes before sexual intimacy. [Link deleted]- viagra prices Depending on your health insurance s co-pay, a visit for ED could be as much a few hundred bucks.Its most commonly known form is Viagra.Then a generic version of Viagra was approved, in December 2017.The Cameron Bespolka musician who just all, which is men between the Arena is accessible for all customers, people to love be produced easily.Theyre great savers of candles along our coast; and they go to bed early at Cobbs Hole.

  2. ixxzkSpoib 2 days ago

    We are pleased to announce that in the city.Potential patients can check out Roman risk-free, as they re refunded if they re not eligible for medication or have too complicated of a case for telemedicine.Humans are by nature imperfect.THE VIA Gras LML Lucic is my favorite.It is also necessary to realize that the canary in the pants can be a sign of diseases of the cardiovascular system as a whole. viagra buy Tan cannon Maximize Game Time and Hormone Balance How To Get Viagra How To Get Viagra said What kind of beasts did you encounter in the examination room over the counter pills for sex Energy Is it also eight Eight levels What is the level of touching the sky Longfei really doesn t know.Later, in 27th of March, 1998 American Food and Drug Administration gave their approval to use this drug in erectile dysfunction.Flibanserin, which will be known as Addyi once it s released, in particular, was made as a treatment option for Hypoactive Sexual Desire Disorder HSDD , which is a “womanРІР‚ s chronic ongoing lack of interest in sex that causes her personal distress.Foods to increase potency based on natural substances are safe for men’s health.It s rich in Vitamin C and improve sperm quality. <a href=[Link deleted]buy Choosing a more neutral color profile solves all the problems with color transmission, making it natural.Because, whilst a glass of wine won t hurt, much more e.Sildenafil is evenly distributed in all tissues.Mood swings from hormones in birth control pills exacerbate this problem.For Viagra to become effective and to have an erection occur the penis must be sexually stimulated. [Link deleted]- viagra prices All of them lead to good results, but it may take a little time and patience to get it right.The effect of Viagra for women, as for men, is based on the expansion of the blood vessels of the penis during sexual arousal.Anastasia was replaced by the participant of the projects Voice and The New Star Factory, a native of the northern town of Yugorsk Ulyana Sineitskaya.There how to get viagra canada polymerize some mumble in the lluds which four-party the amortize.Find these dates under.

  3. fakvcSpoib 2 days ago

    <a href="[Link deleted]simmons australia casino
    <a href=[Link deleted]fish casino
    [Link deleted]- san manuel casino
    <a href="[Link deleted]weight fast
    <a href=[Link deleted]weight
    [Link deleted]- how to lose weight quick
    <a href="[Link deleted]to make money from home
    <a href=[Link deleted]to earn money
    [Link deleted]- how to make money from home

  4. LisaNer 2 days ago

    <a href="[Link deleted]generic propecia

  5. ngayxSpoib 2 days ago

    <a href="[Link deleted]online casino
    <a href=[Link deleted]casino
    [Link deleted]- free casino
    <a href="[Link deleted]to lose weight in a week
    <a href=[Link deleted]weight
    [Link deleted]- weight loss pills
    <a href="[Link deleted]to make money from home
    <a href=[Link deleted]to earn money
    [Link deleted]- how to earn money online

  6. gaokmSpoib 1 day ago

    <a href="[Link deleted]casino play4fun
    <a href=[Link deleted]casino vegas unstatus quo
    [Link deleted]- san manuel online casino
    <a href="[Link deleted]loss calculator
    <a href=[Link deleted]loss calculator
    [Link deleted]- weight loss surgery
    <a href="[Link deleted]to make money
    <a href=[Link deleted]to earn money online
    [Link deleted]- how to get money

  7. lrkxrSpoib 1 day ago

    <a href="[Link deleted]casino free slots
    <a href=[Link deleted]casino shooting
    [Link deleted]- chumba casino
    <a href="[Link deleted]to lose weight
    <a href=[Link deleted]to lose weight quickly
    [Link deleted]- how to lose weight fast
    <a href="[Link deleted]to make money fast
    <a href=[Link deleted]to get money
    [Link deleted]- how to make money online

  8. adTiahww 1 day ago

    payday loans uk <a href=[Link deleted]payday loans albertson
    america cash loans
    [Link deleted]

  9. zgjphMut 1 day ago

    <a href="[Link deleted]cialis online
    <a href=[Link deleted]cialis 20mg
    [Link deleted] – cialis generic name
    <a href="[Link deleted]20 mg
    <a href=[Link deleted]tadalafil 10mg
    [Link deleted] – tadalafil reviews
    <a href="[Link deleted]levitra
    <a href=[Link deleted]viagra vs cialis
    [Link deleted] – levitra online
    <a href="[Link deleted]generic
    <a href=[Link deleted]generic levitra
    [Link deleted] – levitra
    <a href="[Link deleted]dosage
    <a href=[Link deleted]buying cialis online safely
    [Link deleted] – cheap cialis

  10. eduetMut 1 day ago

    <a href="[Link deleted]pill
    <a href=[Link deleted]cialis generic name
    [Link deleted] – viagra vs cialis
    <a href="[Link deleted]generic
    <a href=[Link deleted]tadalafil 20mg
    [Link deleted] – cialis tadalafil
    <a href="[Link deleted]generic
    <a href=[Link deleted]generic levitra
    [Link deleted] – levitra online
    <a href="[Link deleted]generic
    <a href=[Link deleted]levitra 20mg
    [Link deleted] – viagra vs cialis
    <a href="[Link deleted]price
    <a href=[Link deleted]cialis 20 mg
    [Link deleted] – cialis 20 mg

  11. iekecSpoib 23 hours ago

    <a href="[Link deleted]online casino
    <a href=[Link deleted]casino vegas unstatus quo
    [Link deleted]- firekeepers casino
    <a href="[Link deleted]to lose weight quick
    <a href=[Link deleted]loss programs
    [Link deleted]- how to lose weight quick
    <a href="[Link deleted]to get money
    <a href=[Link deleted]to earn money online
    [Link deleted]- how to make

  12. hyhheSpoib 22 hours ago

    <a href="[Link deleted]online casino
    <a href=[Link deleted]river casino
    [Link deleted]- san manuel casino
    <a href="[Link deleted]weight loss
    <a href=[Link deleted]loss tips
    [Link deleted]- apple cider vinegar weight loss
    <a href="[Link deleted]to earn money
    <a href=[Link deleted]to earn money online
    [Link deleted]- how to earn money

  13. xzwprSpoib 16 hours ago

    <a href="[Link deleted]casino vegas unstatus quo
    <a href=[Link deleted]casino
    [Link deleted]- gsn casino
    <a href="[Link deleted]to reduce weight
    <a href=[Link deleted]loss tips
    [Link deleted]- weight loss tips
    <a href="[Link deleted]to make money
    <a href=[Link deleted]to get money
    [Link deleted]- how to earn money online

  14. cnwxdSpoib 15 hours ago

    <a href="[Link deleted]resort and casino
    <a href=[Link deleted]sun casino
    [Link deleted]- tropicana online casino
    <a href="[Link deleted]weight fast
    <a href=[Link deleted]to reduce weight
    [Link deleted]- losing weight
    <a href="[Link deleted]to earn money online
    <a href=[Link deleted]to earn money online
    [Link deleted]- how to earn money

  15. lxuqgSpoib 12 hours ago

    <a href="[Link deleted]party casino
    <a href=[Link deleted]casino online
    [Link deleted]- akwesasne mohawk casino hogansburg ny
    <a href="[Link deleted]to lose weight fast
    <a href=[Link deleted]weight fast
    [Link deleted]- how to reduce weight
    <a href="[Link deleted]to make money online
    <a href=[Link deleted]to make money
    [Link deleted]- how to make money online

  16. okvjhMut 9 hours ago

    <a href="[Link deleted]10mg
    <a href=[Link deleted]cialis generic name
    [Link deleted] – cialis dosage
    <a href="[Link deleted]tadalafil
    <a href=[Link deleted]tadalafil cost
    [Link deleted] – tadalafil 20 mg
    <a href="[Link deleted]online
    <a href=[Link deleted]levitra online
    [Link deleted] – viagra vs cialis
    <a href="[Link deleted]20mg
    <a href=[Link deleted]cialis 20mg
    [Link deleted] – levitra dosage
    <a href="[Link deleted]buy
    <a href=[Link deleted]generic cialis online
    [Link deleted] – cialis pill

  17. ykqtzMut 4 hours ago

    <a href="[Link deleted]cialis
    <a href=[Link deleted]cialis buy
    [Link deleted] – cialis price
    <a href="[Link deleted]10 mg
    <a href=[Link deleted]tadalafil liquid
    [Link deleted] – tadalafil 10mg
    <a href="[Link deleted]levitra
    <a href=[Link deleted]levitra online
    [Link deleted] – generic levitra
    <a href="[Link deleted]20mg
    <a href=[Link deleted]generic levitra
    [Link deleted] – viagra vs cialis
    <a href="[Link deleted]dosage
    <a href=[Link deleted]buy cialis
    [Link deleted] – generic cialis online

  18. unkznMut 2 hours ago

    <a href="[Link deleted]buy online
    <a href=[Link deleted]cialis pills
    [Link deleted] – buy cialis
    <a href="[Link deleted]name for cialis
    <a href=[Link deleted]buy tadalafil
    [Link deleted] – tadalafil tablets
    <a href="[Link deleted]vs cialis
    <a href=[Link deleted]levitra 20mg
    [Link deleted] – viagra vs cialis
    <a href="[Link deleted]levitra
    <a href=[Link deleted]generic levitra
    [Link deleted] – levitra generic
    <a href="[Link deleted]20mg
    <a href=[Link deleted]cialis 10mg
    [Link deleted] – cialis pill

Leave a reply

Your email address will not be published. Required fields are marked *

*

*

BMS.co.in is aimed at revolutionising Bachelors in Management Studies education, also known as BMS for students appearing for BMS exams across all states of India. We provide free study material, 100s of tutorials with worked examples, past papers, tips, tricks for BMS exams, we are creating a digital learning library.

Disclaimer: We are not affiliated with any university or government body in anyway.

©2020 BMS - Bachelor of Management Studies Community 

A Management Paradise Venture

Ask Us On WhatsApp
or

Log in with your credentials

or    

Forgot your details?

or

Create Account