(e.g. MBA or Ph.D.)MBARequired or electiveelectiveInstructor(s) Name and email address Robert BurgessNumber of Class sessions in course30Duration of each class (minutes)90Typical number of students enrolled in recent course offerings.35Textbook UsedService Mgt. Opns. Strategy and Information Technology plus use readings and casesMisc. Instructor comments about course Group project. DuPree College of Management Georgia Institute of Technology SERVICE OPERATIONS MANAGEMENT MGT 6357 Fall Semester 2004 TR 305-425 PM Classroom Tech Sq 223 Professor Robert Burgess Tech Square 494 (404) 894-3899 (voice) Office Hours 1-130pm TR E-mail robert.burgess@mgt.gatech.edu And by Appointment COURSE PERSPECTIVE This case course explores the dimensions of successful service firms. It prepares students for enlightened management and suggests creative entrepreneurial opportunities. Outstanding service organizations are managed differently than their merely good competitors. Actions are based on totally different assumptions about the way success is achieved. The results show not only in terms of conventional measures of performance but also in the enthusiasm of the employees and quality of customer satisfaction. Beginning with the service encounter, service managers must blend marketing, technology, people, and information to achieve a distinctive competitive advantage. This seminar will study service management from an integrated viewpoint with a focus on customer satisfaction. The material will integrate operations, marketing, strategy, information technology and organizational issues. Finally, because the service sector is the fastest-growing sector of the economy, this course is intended to help students discover entrepreneurial opportunities. COURSE OBJECTIVES (1) To study breakthrough services in order to understand the operations of successful service firms that can be benchmarks for future management practice. (2) To develop an understanding of the...