Service Operations Management Studio

Service organizations respond to the requirements of users to satisfy some needs and leave certain experiences in the minds of the users through a service delivery system. This studio addresses the design, operational and strategic aspects of managing service systems. Service Operations Management (SOM) focuses on how firms can deliver excellent service while achieving success. Current practice reveals a lack of widespread understanding of effective service management. This course takes the position that there is enormous potential to improve services. The studio is designed to equip students with the concepts and tools to do so. Students learn to design distinctive and sustainable service strategies, to manage users and employees, to leverage data to enhance performance, and to reshape their organizations to suit evolving users’ needs and changing competitive landscapes. Students learn different tools and techniques of operations and management in assessing the efficiency of urban services. The learning outcomes are realized by appropriate case studies and different exercises.