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MGMT 564 Management of Service Operations

In this course, the differences and similarities between service and manufacturing organizations will be analyzed. Specifically, the course examines how to identify hallmarks of superior service; manage capacity and demand for services, and improve service operations.


The special characteristics of services require an interdisciplinary approach to analyzing operations. We draw on concepts from strategic management, management science and marketing to get insight into service characteristics. Recent offerings have included:

  • Case studies and reading that illustrate how to manage operations in restaurants, hotels, entertainment providers, insurance agencies and hospitals
  • Student projects that require a service audit of an organization
  • Computer exercises on location selection.

Job Titles that Involve Topics Studied:

  • Restaurant Managers
  • Hotel Managers
  • Hospital Administrators
  • Project Managers
  • Consulting Associates