From SSKE
Service Engineering and Management (SEM) Master Program
Service Operations and Customer Relationship Management
Course objectives:
- Presentation of the operation management objectives, principles and issues which are necessary to allow a proper functioning of an organization, regardless of its activity specific (manufacturing goods, products or providing services or both).
- Providing the methods, terms, and tools that will help students understand how to manage and improve an organization’s service planning, control, and resource use
- Preparing the future operation manager to use both technical and behavioural skills to analyze and manage the organization’s operation, in order to achieve key performance indicators such as: productivity, product / service quality, agility and dependability.
- Analyze trends in manufacturing and service delivery methods.
- Providing a set of methods for creating a competitive advantage by knowing how to understand, communicate, conceive and develop existing customer relationship, in addition to creating and keeping new customers.
