| Unit 1 | |
| Introduction to Service Operations | VIEW |
| Nature and Characteristics of Services, Classification of Service Industries | VIEW |
| Evolution of Service Operations Management | VIEW |
| Service Economy | VIEW |
| Growth of Services Economy | VIEW |
| Service encounter | VIEW |
| Service Delivery System | VIEW |
| Service Process Matrix | VIEW |
| Service Positioning Strategies | VIEW |
| Role of Service Operations in Organizational Competitiveness | VIEW |
| Unit 2 | |
| Service Process Design: Flow Diagrams, Blueprinting, Process Analysis | VIEW |
| Service Capacity Planning | VIEW |
| Service Capacity Management | VIEW |
| Managing demand | VIEW |
| Capacity Mismatches | VIEW |
| Service Process Management | VIEW |
| Queue Management | VIEW |
| Waiting Line Models | VIEW |
| Service Facility Location Decisions | VIEW |
| Facility Layout | VIEW |
| Service Environment Design | VIEW |
| Employee Scheduling | VIEW |
| Service Staffing Strategies | VIEW |
| Unit 3 | |
| Concept of Service Quality | VIEW |
| SERVQUAL Model, GAP Model of Service Quality | VIEW |
| Techniques for Measuring Service Quality | VIEW |
| Productivity in Service Operations | VIEW |
| Balancing Productivity and Customer Satisfaction | VIEW |
| Service Recovery Strategies | VIEW |
| Customer Retention | VIEW |
| Service Guarantee Strategies | VIEW |
| Unit 4 | |
| Technology in Service Operations, Role of Information Technology in Service Operations | VIEW |
| Self-service Technologies | VIEW |
| Automation | VIEW |
| E-services | VIEW |
| Digital Service Delivery Models | VIEW |
| Integration of CRM Systems in Service Operations | VIEW |
| Cloud computing | VIEW |
| IT-Enabled Services (ITES) | VIEW |
| Managing back-office and front-office integration | VIEW |
| Technology adoption Challenges and Strategies | VIEW |
| Unit 5 | |
| Service Operations: Service Operations Strategy Formulation and Execution | VIEW |
| Strategic Capacity | VIEW |
| Facility Management | VIEW |
| Innovation in Service Operations | VIEW |
| Sustainable Service Operations | VIEW |
| Green Practices | VIEW |
| Benchmarking in Service Processes | VIEW |
| Continuous Improvement in Service Processes | VIEW |
| Performance Measurement Frameworks in Services | VIEW |
| Application of Service Operations strategies in Banking, Hospitality, Healthcare, Retail, ITES, and Logistics Sectors | VIEW |