{"id":246385,"date":"2015-07-19T16:09:35","date_gmt":"2015-07-19T16:09:35","guid":{"rendered":"http:\/\/www.bms.co.in\/?p=246385"},"modified":"2015-07-19T16:15:20","modified_gmt":"2015-07-19T16:15:20","slug":"delhi-university-tybms-sem-5-syllabus-service-management","status":"publish","type":"post","link":"https:\/\/www.bms.co.in\/delhi-university-tybms-sem-5-syllabus-service-management\/","title":{"rendered":"Delhi University TYBMS Sem 5 Syllabus \u2013 Service Management"},"content":{"rendered":"<div class=\"9a7bccad80193982ffe31b50b138351b\" data-index=\"4\" style=\"float: none; margin:0px;\">\n<script async src=\"\/\/pagead2.googlesyndication.com\/pagead\/js\/adsbygoogle.js\"><\/script>\r\n<!-- 336x280, created 3\/1\/11 -->\r\n<ins class=\"adsbygoogle\"\r\n     style=\"display:inline-block;width:336px;height:280px\"\r\n     data-ad-client=\"ca-pub-7750436628903486\"\r\n     data-ad-slot=\"1811033528\"><\/ins>\r\n<script>\r\n(adsbygoogle = window.adsbygoogle || []).push({});\r\n<\/script>\n<\/div>\n<p style=\"text-align: center;\"><a href=\"http:\/\/www.bms.co.in\/wp-content\/uploads\/2015\/07\/service-management.jpg\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone  wp-image-246386\" src=\"http:\/\/www.bms.co.in\/wp-content\/uploads\/2015\/07\/service-management.jpg\" alt=\"service management\" width=\"581\" height=\"359\" srcset=\"https:\/\/www.bms.co.in\/wp-content\/uploads\/2015\/07\/service-management.jpg 630w, https:\/\/www.bms.co.in\/wp-content\/uploads\/2015\/07\/service-management-600x370.jpg 600w, https:\/\/www.bms.co.in\/wp-content\/uploads\/2015\/07\/service-management-300x185.jpg 300w, https:\/\/www.bms.co.in\/wp-content\/uploads\/2015\/07\/service-management-480x296.jpg 480w\" sizes=\"auto, (max-width: 581px) 100vw, 581px\" \/><\/a><\/p>\n<p><span style=\"color: #000000;\">Service Management is a tool through which a company can optimize inventory, reduce high service costs, optimize customer service, increase service revenue, reduces obsolescence costs and improves customer satisfaction levels.<\/span><\/p>\n<p><span style=\"color: #000000;\">Service management subject aims to provide an understanding and acquaints DU BMS students with decision making in planning, design, delivery, quality and scheduling of service operations even in global scale. DU BMS students are also expected to appreciate the role of service quality in emerging service economy of India in relation to international business environment.<\/span><\/p>\n<p><strong><span style=\"color: #000000;\"><em>Here we present Delhi University TYBMS Sem 5 Syllabus \u2013 Service Management:<\/em><\/span><\/strong><\/p>\n<p><strong><span style=\"color: #000000;\">Unit 1 \u2013 8 lectures<\/span><\/strong><\/p>\n<ol>\n<li><span style=\"color: #000000;\">Introduction to Services<\/span><\/li>\n<li><span style=\"color: #000000;\">Nature of Services<\/span><\/li>\n<li><span style=\"color: #000000;\">Characteristics of Services \u2013 Intangibility, Inconsistency, Inseparability and Inventory<\/span><\/li>\n<li><span style=\"color: #000000;\">Search, experience and credence attributes<\/span><\/li>\n<li><span style=\"color: #000000;\">Classification of services<\/span><\/li>\n<li><span style=\"color: #000000;\">Consumer versus industrial services<\/span><\/li>\n<li><span style=\"color: #000000;\">Importance of services marketing<\/span><\/li>\n<li><span style=\"color: #000000;\">Every business a service business<\/span><\/li>\n<li><span style=\"color: #000000;\">Service as key differentiator for manufacturing industries<\/span><\/li>\n<\/ol>\n<p><strong><span style=\"color: #000000;\">Unit 2 \u2013 10 lectures<\/span><\/strong><\/p>\n<ol>\n<li><span style=\"color: #000000;\">Service marketing mix<\/span><\/li>\n<li><span style=\"color: #000000;\">Introduction to the 7 Ps of service marketing mix<\/span><\/li>\n<li><span style=\"color: #000000;\">Product-service continuum<\/span><\/li>\n<li><span style=\"color: #000000;\">Standalone service products<\/span><\/li>\n<li><span style=\"color: #000000;\">Service products bundled with tangible products<\/span><\/li>\n<li><span style=\"color: #000000;\">Service life cycle<\/span><\/li>\n<li><span style=\"color: #000000;\">Services distribution<\/span><\/li>\n<li><span style=\"color: #000000;\">Promotion<\/span><\/li>\n<li><span style=\"color: #000000;\">Pricing<\/span><\/li>\n<li><span style=\"color: #000000;\">People<\/span><\/li>\n<li><span style=\"color: #000000;\">Physical evidence<\/span><\/li>\n<li><span style=\"color: #000000;\">Process<\/span><\/li>\n<\/ol>\n<p><strong><span style=\"color: #000000;\">Unit 3 \u2013 12 lectures<\/span><\/strong><\/p>\n<ol>\n<li><span style=\"color: #000000;\">Matrix of service characteristics<\/span><\/li>\n<li><span style=\"color: #000000;\">Challenges in operations management of services<\/span><\/li>\n<li><span style=\"color: #000000;\">Aggregate capacity planning for services<\/span><\/li>\n<li><span style=\"color: #000000;\">Facility location and layout for services<\/span><\/li>\n<li><span style=\"color: #000000;\">Job and work design<\/span><\/li>\n<li><span style=\"color: #000000;\">Safety and physical environment<\/span><\/li>\n<li><span style=\"color: #000000;\">Effect of automation<\/span><\/li>\n<li><span style=\"color: #000000;\">Operations standards and work measurement<\/span><\/li>\n<li><span style=\"color: #000000;\">Measurement and control and improvement of quality of services<\/span><\/li>\n<\/ol>\n<p><strong><span style=\"color: #000000;\">Unit 4 \u2013 12 lectures<\/span><\/strong><\/p>\n<ol>\n<li><span style=\"color: #000000;\">Concept of a total quality service<\/span><\/li>\n<li><span style=\"color: #000000;\">Dynamics of service delivery system<\/span><\/li>\n<li><span style=\"color: #000000;\">Aggregate planning for services<\/span><\/li>\n<li><span style=\"color: #000000;\">Scheduling for service personnel and vehicles<\/span><\/li>\n<li><span style=\"color: #000000;\">Inventory management in services<\/span><\/li>\n<li><span style=\"color: #000000;\">Supply chain and distribution of services<\/span><\/li>\n<li><span style=\"color: #000000;\">Total productive maintenance (TPM) in services<\/span><\/li>\n<li><span style=\"color: #000000;\">Case studies of exemplary professional services<\/span><\/li>\n<li><span style=\"color: #000000;\">Concept of total quality (TQ) in services<\/span><\/li>\n<li><span style=\"color: #000000;\">Determinants of service quality<\/span><\/li>\n<li><span style=\"color: #000000;\">Components of TQ Loop<\/span><\/li>\n<li><span style=\"color: #000000;\">Elements of a TQM system<\/span><\/li>\n<li><span style=\"color: #000000;\">Developing service quality culture and ethics<\/span><\/li>\n<li><span style=\"color: #000000;\">Trust, value, integrity and responsibility<\/span><\/li>\n<\/ol>\n<p><strong><span style=\"color: #000000;\">Unit 5 \u2013 14 lectures<\/span><\/strong><\/p>\n<ol>\n<li><span style=\"color: #000000;\">Quality policy and organization<\/span><\/li>\n<li><span style=\"color: #000000;\">Service quality costs<\/span><\/li>\n<li><span style=\"color: #000000;\">Design for quality<\/span><\/li>\n<li><span style=\"color: #000000;\">Failsafing<\/span><\/li>\n<li><span style=\"color: #000000;\">Service quality deployment<\/span><\/li>\n<li><span style=\"color: #000000;\">Benchmarking<\/span><\/li>\n<li><span style=\"color: #000000;\">Q-7 and new Q-7 tools<\/span><\/li>\n<li><span style=\"color: #000000;\">Assessment of customer feedback and satisfaction<\/span><\/li>\n<li><span style=\"color: #000000;\">Walk through audit<\/span><\/li>\n<li><span style=\"color: #000000;\">Use of scales like SERVQUAL and LODGESERVE<\/span><\/li>\n<li><span style=\"color: #000000;\">Service quality gaps analysis<\/span><\/li>\n<li><span style=\"color: #000000;\">Customer value analysis<\/span><\/li>\n<li><span style=\"color: #000000;\">Human aspects of service quality<\/span><\/li>\n<li><span style=\"color: #000000;\">Total employee involvement and empowerment<\/span><\/li>\n<li><span style=\"color: #000000;\">Suggestion system<\/span><\/li>\n<li><span style=\"color: #000000;\">Benchmarking<\/span><\/li>\n<li><span style=\"color: #000000;\">Implementing service quality<\/span><\/li>\n<li><span style=\"color: #000000;\">Complaints handling and service recovery<\/span><\/li>\n<li><span style=\"color: #000000;\">Unconditional service guarantee and refunds<\/span><\/li>\n<li><span style=\"color: #000000;\">Integrating service quality with environment<\/span><\/li>\n<li><span style=\"color: #000000;\">Safety and supply chain<\/span><\/li>\n<li><span style=\"color: #000000;\">Total service quality management systems<\/span><\/li>\n<li><span style=\"color: #000000;\">Assessment, accreditation and audits.<\/span><\/li>\n<\/ol>\n<p>&nbsp;<\/p>\n<p><em><strong>Textbooks and References:<\/strong><\/em><\/p>\n<ol>\n<li>Service America: Doing business in the new economy \u2013 Albrecht, K, and Zemke, R<\/li>\n<li>Service management: operating decisions \u2013 Collier, D.A.<\/li>\n<li>Services marketing \u2013 Tata McGraw Hill<\/li>\n<li>Service Management Effectiveness \u2013 Bowen, D.E., Chase, R.B., &amp; Cummings, T.G.<\/li>\n<li>Service Management Effectiveness: Balancing Strategy, Organization and Human Resources, Operations and Marketing \u2013 Bowmen, D.E.<\/li>\n<li>Service Management and Operations \u2013 Haksever, C, Render, B, Russell, R.S., &amp; Murdic, R.G.<\/li>\n<li>Service Management for Competitive Advantage \u2013 Fitzsimmons, J.A, &amp; Fitzsimmons, M.<\/li>\n<li>Service Operations Management \u2013 Fitzsimmons, J.A. &amp; Sullivan, R.S.<\/li>\n<li>Service Breakthroughs, Changing the Rules of the Game \u2013 Heskett, J.L.<\/li>\n<\/ol>\n\n<div style=\"font-size: 0px; height: 0px; line-height: 0px; margin: 0; padding: 0; clear: both;\"><\/div>\n<div style=\"display: block !important; margin:0 !important; padding: 0 !important\" id=\"wpsclp_locker_post_end_element\"><\/div>","protected":false},"excerpt":{"rendered":"<p>Service Management is a tool through which a company can optimize inventory, reduce high service costs, optimize customer service, increase service revenue, reduces obsolescence costs and improves customer satisfaction levels. Service management subject aims to provide an understanding and acquaints DU BMS students with decision making in planning, design, delivery, quality and scheduling of service&#8230;<\/p>\n","protected":false},"author":9,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4951],"tags":[10994,18,11043,382,11083],"class_list":["post-246385","post","type-post","status-publish","format-standard","hentry","category-notifications","tag-delhi-university","tag-sem-5","tag-service-management","tag-syllabus","tag-tybms"],"_links":{"self":[{"href":"https:\/\/www.bms.co.in\/wp-json\/wp\/v2\/posts\/246385","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.bms.co.in\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.bms.co.in\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.bms.co.in\/wp-json\/wp\/v2\/users\/9"}],"replies":[{"embeddable":true,"href":"https:\/\/www.bms.co.in\/wp-json\/wp\/v2\/comments?post=246385"}],"version-history":[{"count":0,"href":"https:\/\/www.bms.co.in\/wp-json\/wp\/v2\/posts\/246385\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.bms.co.in\/wp-json\/wp\/v2\/media?parent=246385"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.bms.co.in\/wp-json\/wp\/v2\/categories?post=246385"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.bms.co.in\/wp-json\/wp\/v2\/tags?post=246385"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}