MG 415 - Service Operations Management

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This course examines the service economy which dominates the manufacturing economy on both a domestic and international scale. Even within manufacturing firms, service operations are becoming increasingly important. The course will contrast service operations with the more tangible manufacturing operations. The closer relationship and active participation of the customer will be emphasized. Both quantitative and qualitative tools for managing service operations will be covered, such as designing service operations and managing the variability that occurs within service operations. In particular, waiting line management will be explored. An important qualitative technique that will be emphasized is process flow analysis. Prerequisite(s): BA 303, BA 470, MG 400