Service Operations Management Module

Business Policy and Operations Strategy Presentation is about business services, the role of operations strategy, business strategy, to develop a business strategy, vision and mission, mission statements, three inputs to a business strategy, definition of business strategy, definition of business po...

Quality Management Presentation is about definition of quality, quality and competitive advantage, customer-driven definitions of quality, consumer's perspective, dimensions of quality, service, producer's perspective, a final perspective, quality gurus, deming's 14 points, deming wheel, TQM, qua...

Service Quality Presentation is about definition of service quality, service concept, service products, dimensions of SQ, Nordic school of thoughts, Gronroos model, Lehtinen and Lehtinen (1982), Rust and Oliver model, North American School of Thoughts, customer assessment of service quality, servqua...

Job Design and Work Organisation Presentation is about importance of service personnel, front line in low-contact services, cycle of failure, cycle of success, the service talent cycle for service firms, human resource strategy, labour planning, employment stability policies, work schedule, types of...

Capacity Management presentation is about definition of productive capacity, from excess demand to excess capacity, capacity management, various demands by market segment, strategies for matching capacity of and demand for services, strategies for managing demand, strategies for managing capacity, d...

Location and Facility Layout Presentation is about factors affecting location of premises, location and business policy, the location decision, how location affects the strategic dimensions, flexibility of a location, competitive positioning, demand management, focus, global location factors, region...

Measurement of performance & improving performance presentation is about performance measures, performance standards, four levels of service performance, quality improvement, information technology, benchmarking, types of benchmarking, benchmarking goals, benefits of benchmarking, commonly benchmark...

Core processes in a fast food restaurant assignment is about introduction, literature review, services processes, restaurant service process flow, service design, service quality, service failure, service recovery, service guarantee, research methodology, result and discussion, conclusion and recomm...

Service operation Management of a fast food restaurant questionnaire is about questions on demographic profile, service operation management, design of the restaurant, process of the restaurant, service quality, service recovery and customer satisfaction.