UM4002-2

Faculty: Gayatri Doctor | Mercy Samuel

TA: Himadri Panchal | Himadri Panchal

Service Operations Management Studio

Service organizations respond to the requirements of users to satisfy some needs and leave certain experiences in the minds of the users through a service delivery system. This studio addresses the design, operational and strategic aspects of managing service systems. Service Operations Management (SOM) focuses on how firms can deliver excellent service while achieving success. Current practice reveals a lack of widespread understanding of effective service management. This course takes the position that there is enormous potential to improve services and is designed to equip students with the concepts and tools to do so. Students will learn how to design distinctive and sustainable service strategies, how to manage users and employees, how to leverage data to enhance performance, and how to reshape their organizations to suit evolving users needs and changing competitive landscapes. Students will learn different tools and techniques of operations, lean management in assessing the efficiency of urban services. The learning outcomes would be realized by appropriate case studies different exercises

Studio Introduction

Studio Project and Timeline

Studio Inputs

Project Analytics

City Learnings