From SSKE

Service Engineering and Management (SEM) Master Program

Service Operations and Customer Relationship Management

Course objectives:

1. 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).
2. 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
3. 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.
4. Analyze trends in manufacturing and service delivery methods.
5. 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.