Faculty: Gayatri Doctor | Himadri Panchal | Manish Vadanere | Tithi Kansagra

TA: Aftab Pathan | Shailja Parashar | Kavan Berawala

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 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. The studio is designed to equip students with the concepts and tools to do so. Students learn to design distinctive and sustainable service strategies, to manage users and employees, to leverage data to enhance performance, and to reshape their organizations to suit evolving users’ needs and changing competitive landscapes. Students learn different tools and techniques of operations and management in assessing the efficiency of urban services.

Studio Unit

Studio Introduction, aim and learning objectives

Studio Methodology starting with understanding urban mobility & PBS systems, policy study and in depth research, followed by pilot study of existing PBSS and its operations in Ahmedabad, in detail user study and survey for identifying gaps detailed services were studied and lastly proposing Business Model which is Government owned Privately operated procurement model.

Performance tools to identify gaps and analyze data

Proposed procurement model while studying existing public sharing system in Ahmedabad few gaps were identified which is covered in this proposed procurement model.

Summary of topic wise issues and proposals