Upasana Gangopadhyay

UM4002

This Service Operations Management (SOM) studio focuses on the operational and strategic management of service systems. The approach includes analyzing data, exploring issues through tools such as swimlanes, gap identification, and problem matrices, and identifying areas for improvement using methodologies like the 5 Whys and FMEA. The proposed re-engineered processes and key controls aim to systematically map workflows and provide deeper insights into the mechanisms and challenges within each ward's complaint management system. The analysis reveals notable variations in complaint redressal practices, ranging from structured offline methods to centralized, technology-driven systems. These findings highlight the critical need for standardization to improve efficiency and ensure equitable service delivery across the case city.