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5540 Service Operations Management (3) This course focuses on the increasing importance and role of service in our economy. Topics studied are: the role of services in an economy, the nature of services, service strategy, the service delivery system, service facility location, the service encounter, service quality, productivity and quality improvement. Methods of process analysis in service organizations, methods improvement procedures, and work measurement techniques are developed to provide the basis for analyses of processes, layouts, and job design in a service organization. Prerequisites: BA 519 or BA 426 or consent of the instructor.
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