Fundamentals of Service Operations Management (HOSP 1502)
Students explore the process of delivering service to customers. This includes understanding the service needs of the target customers, managing the processes that deliver the services while ensuring objectives are met, and paying attention to the constant improvement of the services. The focus is on providing value to the customer as well as the customer relationship. Topics cover goods & services, process management, supply chain and inventory, quality control, marketing, and streamlining service processes to ensure that support teams have the tools they need to succeed.
Course code: HOSP 1502
Credits: 3.0
Length: 45.0 hours
Course outline:
view
https://www.vcc.ca/vccphp/courseoutline?subject=HOSP&number=1502
| CRN # | Dates | Day/Time/Location | Instructor |
|---|---|---|---|
| 41440 | January 6, 2025 to April 25, 2025 | See full schedule Delivery: In Person Location: VCC Downtown Campus | Jones, Chantal |
| 41432 | January 6, 2025 to April 25, 2025 | See full schedule Delivery: In Person Location: VCC Downtown Campus | Chen, Annie |
Additional Information
- 1. How to manage and improve the operations in service organizations
2. How service performance can be improved by studying service delivery
3. Service delivery and operations in managing processes and resources
4. Operations managers involvement in the organizations’ strategy
5. Organizational culture
6. Motivating and managing employees and customers
7. Tools for customer communications
8. Tools for mapping and measuring the customer journey
9. The service process and determining procedures which contribute to the process
10. The functional responsibility for producing the services of an organization and providing them directly to its customers
11. The supply and value chain
12. Service as a customer experience and service as a package of facilitating goods and services
13. The relationship between internal operations and service operations
14. Metrics and leveraging customer feedback to drive continuous improvement of service practices
† This information is intended as a guideline only. Program and course details are subject to change with the approval of VCC's Board of Governors.