Master of Management Studies (M.M.S) Service Operations Management Syllabus - Mumbai University 2026

Course objectives

• 1 To introduce foundational concepts, theories, and practices specific to service operations management.
• 2 To equip students with skills to design and manage efficient service delivery systems.
• 3 To cultivate analytical capabilities for evaluating service performance, quality, and customer satisfaction metrics.
• 4 To enable students to apply process optimization techniques and lean principles in service contexts.
• 5 To foster strategic thinking around contemporary issues in service operations, including digitization and customer experience management.

Course outcomes

• CO1: Recall the concepts of service operations management for solving business related problems
• CO2: Explain service operations principles for decision making
• CO3: Develop solutions for service operations business improvement
• CO4: Analyse the data and classify the issue regarding challenges and opportunities
• CO5: Assess the business environment and take a leading role in providing multiple opportunities
• CO6: Generate innovation approaches with technology and plan growth of the service business

Unit 1 CO1, CO2 · 3 hours

Services: Introduction Characteristics of Services Importance of Service Sector Classification framework Service Delivery System – Process Flow Diagrams, blue printing Process Simulation

Unit 2 CO3, CO4 · 3 hours

Service Strategy: Introduction to Service Strategy Strategic Positioning Service as Competitive Advantage Service Concept and Operating Strategy Turning Performance Objectives into Operations Priorities

Unit 3 CO1, CO2, CO5 · 3 hours

Site Selection for Services: Types of Service Firms Site Selection for Demand Sensitive Services, Delivered Services and Quasi Management Services

Unit 4 CO1, CO2, CO3 · 3 hours

Managing Service Quality: Defining, Measuring, Identifying Gaps in Service Quality Service Quality Design Achieving Service quality, Cost of Service Quality SERVEQUAL Model

Unit 5 CO4, CO5, CO6 · 3 hours

Yield Management: Introduction to Yield Management, Capacity Strategies, Overbooking, Allocating Capacity and Implementation issues

Unit 6 CO2, CO3, CO4 · 3 hours

Inventory Management in Services: Services versus Manufacturing Inventory Need for Inventory Science The Newsvendor Model, Uncertain Sales Multiple Products and Shelf Space Limitations Practical methods to reduce stock outs, shrinkage and inventory inaccuracy

Unit 7 CO2, CO3, CO4 · 3 hours

Offshoring and Outsourcing: Outsourcing: Contract risk, Outsource Firm Risk, Pricing Risk, Competitive Advantage, Information Privacy Risk, Firm Specific Risks Offshoring: Offshoring and Competitive Capabilities: Cost Issues Offshoring and Competitive Capabilities: Non-cost Issues

Unit 8 CO1, CO2, CO3 · 3 hours

Service Processes: Introduction Service Processes and their importance Understanding the nature of service processes Service Blue Printing

Unit 9 CO3, CO4, CO5 · 3 hours

Performance measurement of Service Operations: Purpose of performance measurement, a balance of measures, benchmarking, the relationship between operational decision and business performance The service performance network

Unit 10 CO3, CO4, CO5 · 3 hours

Driving Operational Improvement: Approached to operational improvement, Service recovery, service guarantees

Textbooks

• 1 Metters, King-Metters, Pulliman and Walton “Successful Service Operations Management 2e”, Sengage Learning India Pvt. Ltd. 2006
• 2 “Services Operations Management : Improving Services Delivery” by Robert Johnson Graham, Clark, Prentice Hall, Pearson Education, 2008

Reference Books

• 1 James A. Fitzsimmons & Mono J. Fitzsimmons “Service Management” Tata McGraw-Hill, sPublishing Co. Ltd. New Delhi
• 2 Bill Hollins and Sadie Shinkins “Managing Service Operations –Design and implementation” Sage Publication New Delhi 2006
• 3 Roger G. Schroeder, “Operations Management” Tata McGraw-Hill, New Delhi 2009
• 4 B Mahadevan “Operations Management (Theory & Practice)