Operations Management Exam

This document provides a comprehensive overview of operations management principles, specifically within the context of service industries. It covers key concepts such as the IHIP…

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Aram Karawan@aram_karawan

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Course Chapters

11 chapters · 142 exercises

Defining Operations Management and its Relevance to Services5 exercises

Distinguishing Service Operations from Goods Production4 exercises

The Customer Perspective: Experience, Co-production, and Co-creation6 exercises

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Operations Management Exam

Course Chapters

Introduction to Operations Management in Service Industries

The Evolving Landscape of Services

Defining and Communicating the Service Concept

Understanding Customer Relationships

Measuring and Managing Service Quality and Customer Satisfaction

Designing the Customer Journey

Service Process Design

Process Analysis and Improvement

Managing Resource and Capacity

Managing Bottlenecks and Queues

Approaches to Service Improvement

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