The objective of this course is to develop an understanding of the elements of service organizations and relations among the operations, human resources, information system and marketing functions in a service industry. The course explores the challenges faced by managers in various types of service organizations with a focus on operational issues in such organizations. Topics include the nature of services, the role of services in economy, designing service organizations, service quality, E-service, managing service operations, quality and productivity improvement in service organizations, and growth and globalization of services. Lect: 3 hrs./Lab: 1 hr. Prerequisites: MTL 200, CMN 432, PSY 209, MEC 325, MEC 322, MEC 309, MEC 311, IND 300, IND 400, IND 604, (IND 302 or ECN 801), IND 600, IND 605, IND 405, MTH 309 and EES 512 Course Weight: 1.00 Billing Units: 1
