Services Operations Management detailed syllabus for Industrial Engineering & Management (IEM) for 2021 regulation curriculum has been taken from the Anna Universities official website and presented for the IEM students. For course code, course name, number of credits for a course and other scheme related information, do visit full semester subjects post given below.
For Industrial Engineering & Management 6th Sem scheme and its subjects, do visit IEM 6th Sem 2021 regulation scheme. For Professional Elective-VIII scheme and its subjects refer to IEM Professional Elective-VIII syllabus scheme. The detailed syllabus of services operations management is as follows.
Course Objectives:
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Unit I
UNDERSTANDING SERVICE OPERATIONS 9
Introduction; Nature & Role of Services in Economy; Service Operations and their Management Fundamentals; Service Strategy; Positioning of Services in the Organisation Value Chain Module
Unit II
SERVICE OPERATION INFRASTRUCTURE 9
Service Facility Design, Layout & Location, Off-shoring & Outsourcing; Technology in Services, Front-office Back-office Interface; Human Factor in Services; External Associates in Service Processes
Unit III
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Unit IV
IMPROVING SERVICE DELIVERY PROPOSITIONS 9
Service Growth and Globalization; Forecasting Demand for Services; Capacity and Demand Management; Customer Expectations and the Planned Provision in Service Delivery; Legal Aspects of Expectation-Delivery Gaps; Service Waiting Line and Customer Relationship Management; Inventory Management for Improved service Delivery Module
Unit V
INCORPORATING AI AND OTHER LATEST TECHNOLOGIES
IN SERVICE OPERATIONS 9
Introduction to AI and other new age technologies.AI as a service (AIaaS). Futuristic Scenario of incorporating new technologies like cloud computing, simulation, robotics etc in service operations
Course Outcomes:
- Understanding the growing significance
- Impacting of services on the growth and economy
- Applying the knowledge of service process management
- Analysing and improving service delivery propositions
- Understanding the knowledge of AI
Text Books:
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For detailed syllabus of all the other subjects of Industrial Engineering & Management 6th Sem, visit IEM 6th Sem subject syllabuses for 2021 regulation.
For all Industrial Engineering & Management results, visit Anna University IEM all semester results direct link.