MBA613: Services Management

This module is designed to explore the dimensions of service management and the process of ongoing improvement. It prepares students for the challenges in the service sector and suggests creative entrepreneurial opportunities in different services. Outstanding service organisations are managed differently than their manufacturing counterparts. The results show not only in terms of conventional measures of performance, but also in the enthusiasm of the employees and degree of customer satisfaction. Beginning with the service encounter, successful service managers must integrate operations, marketing, technology, human resources, and information to achieve a distinctive competitive advantage.