The majority of customers experience mediocre service on a regular basis, according to numerous studies, yet many of these service providers remain unfocused on customers, or struggle to understand the needs of these customers. In this course, we apply proven service strategies associated with the operation, and more importantly, the improvement and differentiation of a service organization.
Where the core operations management course is to a large extent focused on plant and manufacturing operations, this course remains targeted on services, including healthcare, hospitality, banking, legal, retail, government and other customer-centric operations. Key tools and frameworks will be applied to take a simple, structural path towards driving improvement and innovation in your organization. Many classes involve cases, activities or exercises conducted in groups to enhance understanding of service concepts, and you will draw on your experience in previous courses in marketing, finance, strategy and others, tying together many of the skills developed over your Degree in this elective in the interests of creating customer enthusiasm.
This course is restricted to students enrolled in the 3rd or 4th year of the Commerce Program.
PREREQUISITE: COMM 341