NOC:Service Management: Integrating Strategy, Operations, and Technology

Lecture 1 - The Role of Services in an Economy - 1

Lecture 2 - The Role of Services in an Economy - 2

Lecture 3 - The Nature of Services - 1

Lecture 4 - The Nature of Services - 2

Lecture 5 - The Nature of Services - 3

Lecture 6 - Strategic Service Vision, and Competitive Advantage

Lecture 7 - Generic Strategies for Competitive Advantage (Continued...)

Lecture 8 - Five-forces Model, and SWOT Analysis

Lecture 9 - Winning Customers, Sustainability, and Role of Information in Services

Lecture 10 - Virtual Value Chain, Limits in the Use of Information, and Service Firm Competitiveness

Lecture 11 - Sources of Growth and Innovations in Service Sector

Lecture 12 - Design and Development of New Service

Lecture 13 - Taxonomy and Generic Approaches to Service System Design

Lecture 14 - Role of Technology in Services and Service Encounter Triad

Lecture 15 - Service Encounter (Continued...)

Lecture 16 - Service Profit Chain

Lecture 17 - Servicescapes and Facility Design

Lecture 18 - Process Flows

Lecture 19 - Product Layout: Work Allocation Problem

Lecture 20 - Process Layout: Relative Location Problem

Lecture 21 - Process Layout: Relative Location Problem (Continued...)

Lecture 22 - Defining and Measuring Service Quality

Lecture 23 - Quality Service by Design

Lecture 24 - Unconditional Service Guarantee and Service Recovery

Lecture 25 - Statistical Process Control - I

Lecture 26 - Statistical Process Control - II

Lecture 27 - Statistical Process Control - III

Lecture 28 - Statistical Process Control - IV

Lecture 29 - Foundation of Continuous Improvement

Lecture 30 - Quality Improvement Programs - I

Lecture 31 - Quality Improvement Programs - II

Lecture 32 - Domestic Growth and Expansion Strategies

Lecture 33 - Generic International Strategies

Lecture 34 - Transnational Operations and Global Service Strategies

Lecture 35 - Strategic Location Considerations

Lecture 36 - Facility Location Modelling

Lecture 37 - Facility Location Techniques: Locational Cost-Profit-Volume analysis

Lecture 38 - Facility Location Techniques: Cross-Median Approach

Lecture 39 - Facility Location Techniques: Huff Retail Location Model - I

Lecture 40 - Facility Location Techniques: Huff Retail Location Model - II

Lecture 41 - Strategies for Managing Demand - I

Lecture 42 - Strategies for Managing Demand - II

Lecture 43 - Strategies for Managing Demand - III

Lecture 44 - Strategies for Managing Capacity - I

Lecture 45 - Strategies for Managing Capacity - II

Lecture 46 - Yield Management - I

Lecture 47 - Yield Management - II

Lecture 48 - Strategies for Managing Customer Waiting

Lecture 49 - Essential Features of Queuing Systems

Lecture 50 - Relationship between negative Exponential and Poisson distribution

Lecture 51 - Strategic Roles of Capacity Planning, and Queuing - Terminology

Lecture 52 - Queuing Models - Operating System Characteristics

Lecture 53 - Queuing System Cost Trade-off

Lecture 54 - Basic Concepts and Approach to Managing Project

Lecture 55 - Developing Project Plan using PERT/CPM

Lecture 56 - Construction of Network and Network Computation Process

Lecture 57 - Uncertain Activities, and Probability of Completion of Project on Time

Lecture 58 - The Role of Inventory in Services, and Inventory Models

Lecture 59 - Economic Order Quantity and Special Inventory Models

Lecture 60 - Inventory Management under Uncertainity

Lecture 61 - Inventory Control Systems and ABC Analysis