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Service Operations Management

Course Code OMGT-334
Lecture hours per week 4
Lab hours per week
Course Availability: Open

Service sector, which constitutes about 80% of the Canadian economy, encompasses many types of organizations including public sector, retailers, healthcare, voluntary, professional services, for example. This course provides an overview of the contemporary tools and techniques employed in the management of service operations in diverse industries to improve service delivery. These range from formulating the strategic planning process to the design and management of service delivery systems to the effective daily operation, process analysis and improvement of service operations. Also included is how service quality is defined, measured, controlled and improved.