Media Storage Type : DVD-ROM
NPTEL Course Name : Services Operations Management
NPTEL Subject Matter Expert : Dr. Arshinder Kaur
NPTEL Co-ordinating Institute : IIT Madras
NPTEL Lecture Count : 55
Lecture Titles:
Lecture 1 - Introduction to Module 1
Lecture 2 - Introduction and imperatives of services
Lecture 3 - Nature and characteristics of services
Lecture 4 - Classification of services and analyzing service operations
Lecture 5 - Introduction to Module 2
Lecture 6 - Introduction to Service Strategy
Lecture 7 - Competitive Service Strategies
Lecture 8 - Strategic Service Vision
Lecture 9 - Introduction to Module 3
Lecture 10 - New service design and development
Lecture 11 - Service system design and delivery process
Lecture 12 - Technology and automation in services
Lecture 13 - Service encounter
Lecture 14 - Introduction to Module 4
Lecture 15 - Human resource planning and employee selection
Lecture 16 - Managing people in service organization
Lecture 17 - Work measurement in Services
Lecture 18 - Introduction to Module 5
Lecture 19 - Defining Service Quality
Lecture 20 - Quality Service by Design
Lecture 21 - Service Process Control
Lecture 22 - Total Quality Management Tools
Lecture 25 - Quality Philosophy and Performance Excellence
Lecture 26 - Service Recovery and Service Guarantee
Lecture 27 - Process analysis of facility layouts
Lecture 28 - Facility location decision factors
Lecture 29 - Quantitative models for facility location: Service facility on a line or on a plane
Lecture 30 - Quantitative models for facility location: Based on different objective functions of optimization criteria
Lecture 31 - Quantitative models for multiple service facilities
Lecture 32 - Introduction to Module 7
Lecture 33 - Forecasting Demand In Services
Lecture 34 - Smoothing Customer Demand In Services
Lecture 35 - Introduction to Module 8
Lecture 36 - Service Capacity Management
Lecture 37 - Yield management
Lecture 38 - Resource and Workforce Scheduling in Services
Lecture 39 - Introduction to Module 9
Lecture 40 - Introduction to Queuing System
Lecture 41 - Characteristics of Queuing System
Lecture 42 - M/M/1 Queuing Model
Lecture 43 - M/M/c QUEUING MODEL
Lecture 44 - M/M/1/N QUEUING MODEL
Lecture 45 - Introduction to Module 10
Lecture 46 - Service Inventory Management
Lecture 47 - Service Supply Chains
Lecture 48 - Processes in Service Supply Chain
Lecture 49 - Introduction to Module 11
Lecture 50 - Data Envelopment Analysis - I
Lecture 51 - Data Envelopment Analysis - II
Lecture 52 - Introduction to Module 6
Lecture 53 - Service facility design
Lecture 54 - Application of simulation in service operations management
Lecture 55 - Vehicle Routing and Scheduling