PGP Handbook - Institute of Public Enterprise
PGP Handbook - Institute of Public Enterprise
PGP Handbook - Institute of Public Enterprise
You also want an ePaper? Increase the reach of your titles
YUMPU automatically turns print PDFs into web optimized ePapers that Google loves.
Text Book(s)<br />
1. Gitlaw, Howard S, “Quality Management”, Mcgraw<br />
Hill Limited, Latest Edition.<br />
Suggested Readings<br />
1. Dale H. Besterfield, Carol Besterfield Michna, Glen<br />
Besterfield, Mary Besterfield Sacre, “Total Quality<br />
Managemen”, Prentice Hall<br />
2. David L. Goetsch, Stanley Davis, Stanley B. Davis,<br />
”Quality Management”, Prentice Hall<br />
3. Joel E. Ross, ”Total Quality Management: Text,<br />
Cases and Reading”, St Lice Press<br />
4. James R. Evans,”Total Quality Management, Organization<br />
and Strategy”, Thomson, South Western<br />
5. John S. Oakland, ”Total Quality Management: Text<br />
With Cases”, Butterworth – Heinemann<br />
6. John T. Rabbitt, Peter A. Bergh,”The ISO 9000<br />
Book: A Global Competitor’s Guide to Compliance<br />
and Certification”, Quality Resource<br />
7. S. Thomas Foster, Jr., ”Managing Quality”, Prentice<br />
Hall<br />
MANAGEMENT OF SERVICE<br />
OPERATIONS<br />
Code: O3 Credits: 3<br />
Unit I : Introduction to Service Operations Management.<br />
Types <strong>of</strong> Services, Designing and<br />
Development <strong>of</strong> Service Delivery Systems,<br />
Locating Facilities, Managing capacity and<br />
demand management in service operations,<br />
Forecasting Demand for Services, Service<br />
Inventory Systems.<br />
Unit II : The human dimension in services management,<br />
Selection and use <strong>of</strong> enabling technologies,<br />
Service Quality and Continuous<br />
Improvement, Performance measurement,<br />
Driving operational improvement challenges<br />
62 • <strong>Institute</strong> <strong>of</strong> <strong>Public</strong> <strong>Enterprise</strong> – <strong>PGP</strong> Student <strong>Handbook</strong><br />
in service operations, Service Management<br />
in the International arena.<br />
Unit III : Service supply chain management, Growth<br />
and expansion strategies, Cases from banking,<br />
airlines, hotels, hospitals, Retail etc.<br />
Text Book(s)<br />
1. Metters; King Metters; Pullman;Walton, “Service<br />
Operations Management”, Cengage Learning.<br />
Suggested Readings<br />
1. Johnston Robert & Clark Graham (2005), Service<br />
Operations Management: Improving Service Delivery<br />
(Paperback), Prentice Hall; 2 edition (3 Mar<br />
2005)<br />
2. Zeithaml, V., Bitner, M.J., Gremler, D., Mahaffey,<br />
Hiltz, B. (2003) Services Marketing: Integrated<br />
customer focus across the firm, Tata McGraw Hill<br />
3. Haksever, C., Render, B., Russell, R. S., & Murdick,<br />
R. G. (2000), “Service management and operations”<br />
Upper Saddle River, NJ: Prentice-Hall, Inc.<br />
ISBN 0-13-081338-9<br />
4. James A. Fitzsimmons and Mona J. Fitzsimmons,<br />
Service Management, fourth edition, McGraw-Hill,<br />
ISBN 0-07-286820-1<br />
Journals<br />
1. Manufacturing & Service Operations Management<br />
(M&SOM)<br />
TECHNOLOGY MANAGEMENT<br />
Code: O4 Credits: 3<br />
Unit I : Definition and importance <strong>of</strong> technology,<br />
Technology changes and its implications,<br />
Technology cycle approach to technology<br />
management, Choice <strong>of</strong> technology & Appropriate<br />
technology, Technology forecasting &<br />
monitoring, Technology management process,
Change language