UM4002-B Service Operations Management Studio

UM4002-B

Service Operations Management Studio

Program

Urban Management

Unit Assistant Mayuri Varkey

Students

Pragya Sharma Smriti M Shah Meet Rakeshkumar Kavya Lalchandani Swethachandran R C Akshita Yadav Rohith T Rupali Shrivastava Sahajramani Archita Dinesh Alankrita Nandy Gayatri Doctor Manish Vadanere

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 addressed 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 took the position that there is enormous potential to improve services. The studio was designed to equip students with the concepts and tools to do so. Students learned 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 learned different tools and techniques of operations and management in assessing the efficiency of urban services. The learning outcomes were realized by appropriate case studies through different exercises

Faculty of Management UM4002-B Monsoon 2021

Fig 1

Fig 1 Akshita Yadav, Archita Sahajramani

Studio Introduction and Timeline Fig 2 Rohith T, Alankrita Nandy CCC Introduction Fig 3 Rupali Shrivastava IEC Plan Fig 4 Swetha Chandran Service Level Agreements

Fig 5 Rohith, Smriti, Kavya Lalchandani

BusinessProcess Re engineering Overview

Fig 6 Akshita Yadav, Pragya Sharma

HRM Timeline Fig 7 Rupali Shrivastava, Meet shah New Service Concept

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Planning PG Level-4 Fig 1 Name Name Caption Fig 2 Name Name Caption Fig 3 Name Name Caption

Faculty of Management UM4002-B Monsoon 2021 Fig 4 Name Name Caption Fig 5 Name Name Caption Caption Caption Caption

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Planning PG Level-4 Fig 1 Name Name Caption Fig 2 Name Name Caption Fig 3 Name Name Caption

Faculty of Management UM4002-B Monsoon 2021 Fig 4 Name Name Caption Fig 5 Name Name Caption Caption Caption Caption

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