Capacity Management for Service Excellence

• Discuss the concept, roles, and responsibilities of Operations Manager
• Describe the evolution, history, and recent trends of Operation Management
• Discuss the concepts, elements, scope, and factors involved in service capacity management.
• Examine the challenges, risks, and strategies in managing service capacity.
• Explain the theory, reasons, and configuration of queuing theory.
• Describe the concept of facility location and Techniques used for selecting best location.
• Explain the different Facility Location Models.
• Discuss the Factors affecting facility layout and different types of layouts available.
• Summarise the Purchasing Management System and 8R’s of purchasing.
• Describe the quality, quality control, causes of variation and stages of quality.
• Discuss the elements, benefits and requirements of Just In Time
• Examine the steps, principles and case studies of Total Quality Management.
• Explain the importance of collaboration and communication with clients, team members, and stakeholders.
• Embrace humanistic, ethical, and moral values in real-life situations.
• Exercise responsibility for the completion of assigned tasks for self and the group work
• Predict and cater to own learning needs relating to the assigned task/work.

• Interpret a multifaceted role of Operational Manager and the concepts revolving around it.
• Paraphrase complex and dynamic evolution, wide array of strategies, technologies, and methodologies involved in operations management.
• Interpret the complex interplay of various elements and factors involved in service capacity management.
• Illustrate effectively managing service capacity by navigating various challenges and risks while implementing strategic approaches.
• Compare the analysis, modelling, and optimization of various factors and configurations of Queuing theory.
• Interpret the idea of choosing an optimal site for a facility and the methods employed to determine the most suitable location.
• Paraphrase the variety of facility location models and scenarios to use them.
• illustrate the elements influencing the arrangement of a facility and the various layout options that can be utilized.
• Interpret the Purchasing Management System and 8R’s of purchasing.
• Interpret the stages of quality involving quality control to manage variation and ensure high quality.
• Diagnose the lean manufacturing approach, benefits and requirements of Just In Time.
• Review the implementation of principles and systematic steps while incorporating organization’s operations using Total Quality Management
• Assess appropriate solutions for the challenges presented, while practicing humanistic, ethical, and moral values in real-life situations
• Develop project management skills to efficiently plan and execute projects.
• make judgement and take decision, based on the analysis and evaluation of information and work scenario.
• Predict and cater to own learning needs relating to the assigned task/work by accessing appropriate learning resources.
• pursue self-paced and self-directed learning.

The academic approach of the course focuses on ‘work-centric’ education. With this hands-on approach, derive knowledge from and while working to make it more wholesome, delightful and useful. The ultimate objective is to empower learners to also engage in socially useful and productive work. It aims at bringing learners closer to their rewarding careers as well as to the development of the community.

• Step 1: Learners are given an overview of the course and its connection to life and work
• Step 2: Learners are exposed to the specific tool(s) used in the course through the various real-life applications of the tool(s).
• Step 3: Learners are acquainted with the careers and the hierarchy of roles they can perform at workplaces after attaining increasing levels of mastery over the tool(s).
• Step 4: Learners are acquainted with the architecture of the tool or tool map so as to appreciate various parts of the tool, their functions, utility and inter-relations.
• Step 5: Learners are exposed to simple application development methodology by using the tool at the beginner’s level.
• Step 6: Learners perform the differential skills related to the use of the tool to improve the given ready-made industry-standard outputs.
• Step 7: Learners are engaged in appreciation of real-life case studies developed by the experts.
• Step 8: Learners are encouraged to proceed from appreciation to imitation of the experts.
• Step 9: After the imitation experience, they are required to improve the expert’s outputs so that they proceed from mere imitation to emulation.
• Step 10: Emulation is taken a level further from working with differential skills towards the visualization and creation of a complete output according to the requirements provided. (Long Assignments)
• Step 11: Understanding the requirements, communicating one’s own thoughts and presenting are important skills required in facing an interview for securing a work order/job. For instilling these skills, learners are presented with various subject-specific technical as well as HR-oriented questions and encouraged to answer them.
• Step 12: Finally, they develop the integral skills involving optimal methods and best practices to produce useful outputs right from scratch, publish them in their ePortfolio and thereby proceed from emulation to self-expression, from self-expression to self-confidence and from self-confidence to self-reliance and self-esteem!