Service Management
(GEN 332)

Service Science, Management, and Engineering (SSME) is a term introduced by IBM to describe Service Science, an interdisciplinary approach to the study, design, and implementation of services systems –complex systems in which specific arrangements of people and technologies take actions that provide value for others.

During this course we will cover the following topics:

Role of services in the economy, The nature of services, Service quality, Service Strategy, Developing new services, The role of technology in supporting service delivery, Design of services, Capacity planning and managing queues, Quantitative methods for service management.