CSM551: Service management / Faculty of Business Management

This course places a great emphasis on service operations management, an important knowledge area that can help graduates to manage and improve the operations in service organizations. The syllabus is based on the framework of connecting, delivering, improving and implementing services to customers. The course introduces students on the basics of service concept, service operations management and its challenges, before they move on to understanding service delivery. Service delivery involves managing processes and resources that meet the desired service level demanded by customers and stakeholders. The service performance can be sustained through continuous improvement and implementation of service strategy.