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Course Details

Course Number: 94-805

Service Management

Units: 6

This course focuses on the strategy, technology, customer service and operations aspects of a service enterprise. This course has a focus on profit, non-profit and governmental service organizations. The course includes many case studies, and multi-media material featuring executives from the service sector. The course also seeks to promote an entrepreneurial spirit in the services. The course is organized into 3 Modules:

Course Modules

Module 1: Strategy and Services
-What are services?
-New Service Development

Module 2: Customers, Employees and Services
-The Service Encounter
-Service Quality

Module 3: Operations and Services
-Managing Capacity and Demand
-Managing Waiting Lines and Services Design
-Managing Service Supply Relationships


Syllabus