Course details
Service Operations Management
OPER 60505A
The course aims to achieve the following objectives:
- To enable students to grasp the complexity of the interrelationships and overlaps between different functions and strategies in the specific context of service-based businesses.
- To provide the conceptual and technical tools needed to analyze, understand, and improve operational systems in service-oriented enterprises.
- To enable students to identify and understand operational challenges, issues and problems encountered in various types of services, and to formulate solutions and recommendations.
- To enhance students' analytical, integration, and critical synthesis skills.
- To allow students to practice their oral and written communication skills.
Themes covered
The main themes covered in this course include:
Importance challenges and issues in service operations management.
Development and evolution of the knowledge field of service operations management.
Characterization and design of the service delivery system and service portfolio.
Strategic analysis frameworks for service operations.
Critical aspects of operations management in service-oriented businesses (capacity management quality management customer experience management technology and physical support).
Specific of different service delivery systems (professional services public services commercial sector and others).
Major transformations in the service sector and service offerings (digitalization the sharing economy new business models servitization).
Important notes
Course in French : OPER 60505
Cours mutuellement exclusif(s) : OPER 80550. Vous ne pouvez pas vous inscrire à ce cours si vous avez postulé ou réussi le cours OPER 80550.
Cours mutuellement exclusif(s) : OPER 80550. Vous ne pouvez pas vous inscrire à ce cours si vous avez postulé ou réussi le cours OPER 80550.
Course code
OPER 60505A
Subject
Opérations et logistique
Program
Maîtrise en gestion (M. Sc.)
Instruction mode
On-site learning
Credits
3