Abstract

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. It was designed in a way that helped us equip tools and techniques for understanding the management of urban services and their effective delivery in their respective cities. It also guided us to develop efficient techniques to prepare a service operation plan which strengthened our skills to develop strategies, methods, and implementation tools for managing complex urban delivery systems.

As the semester was conducted online, the scope of exploration was our respective hometowns. In this process, we learnt about the technical, financial, social, and other processes involved in managing urban areas in COVID- ‘19. It helped us gain an in-depth understanding of the current scenario vis-à-vis their performance and user interface, prepare a plan to augment the area by identifying the scope of improvement. Identification of the most optimal solution was outlined. The report comprises a detailed study of seven cities of India on their respective COVID scenarios and the unique ways and techniques followed by each to combat the pandemic respectively and finally a comparison to decipher the key learning from each. This was done with the help of various management tools like Swimlane, RACI, Service Quality, and FMEA only to name a few. The study was done over three major categories namely: Identification and Testing, Treatment, Monitoring, and Surveillance.

The ultimate the deliverable was to create a Service Audit Profile illustrating the existing and the recommended service concept thus identifying the gap in each parameter. These recommendations if incorporated can improve the efficiency and effectiveness of the operation of services and finally assess the drawbacks in existing urban services. In the process, we also learnt data visualization techniques in the form of charts, graphs, lines, and others to represent the findings.