Production & Service Management

Manufacturing Management

This course provides an understanding of the processes involved in manufacturing industries and includes a substantial module on quality management. Students are exposed to various aspects of manufacturing management including production design, planning, productivity, competitiveness, and location planning. Students learn about standard analytical tools for forecasting, inventory control, production schedules and allocating resources for operational effectiveness and efficiencies. The unit also introduces the concepts , advantages and implementation of just-in-time strategy in the context of supply chains.

Student Learning Outcomes

On successful completion of the course, students will be able to :

  • Design manufacturing plant layouts, process layouts, product layouts and assembly lines using lean manufacturing and other techniques
  • Perform Production planning ,sequencing and scheduling
  • Handle purchase and manage inventory and material
  • Apply Manufacturing Management techniques to improve productivity and efficiency and reduce cost
  • Bring about Total Quality Management( T Q M ) using various quality management tools

Activities

  • Visits to manufacturing facilities followed by a report that includes observations and recommendations for enhancements of the processes
  • Guest lectures from industry experts
  • Research and profile types of manufacturing processes

Contributors

  • Production Managers and GMs
  • Supply Chain Managers
  • Purchase Managers

Services Management

This course begins by defining services and categorizing different services. Customer expectations of services, sources of these expectations and the factors that influence them for pure services and product related services are discussed. Next, customer satisfaction is defined along with its relationship to service quality. Building customer relationships through research and the importance of recovery from service failures are reviewed. Customer's role, employee's role and the role of intermediaries and electronic channels along with managing demand and capacity in delivering customer services are discussed. Lastly, strategies on pricing for providing various services are established.

Student Learning Outcomes

On successful completion of the course, students will be able to :

  • Understand the difference between goods and services and differentiate between service industries (ex: hotels and hospitals), service as products (ex: IT companies) and customer service
  • Understand customer behavior and customer expectations
  • Design research methods to understand customer needs
  • Build customer relationships (from strangers to acquaintances to friends and ultimately partners)
  • Present strategies to recover from service failures
  • Determine the roles of various people and entities in delivering services
  • Work out a strategy on pricing for various services that are provided by an organization

Activities

  • Case studies of successful service based organizations along with discussions of service policies adopted and the challenges faced in an Indian context
  • Taking a service sector as an example, a project report on explaining the differences in service expectations across different countries

Contributors

  • Customer Relationship Manager from a prominent service industry – a hotel or a hospital
  • Program Manager from a IT company

Global Supply Chain Management

This course provides students with a strong foundation in Supply chain management, which is essentially the streamlining of supply-side activities to maximize customer value in order to gain a competitive advantage in the marketplace. Students will develop the ability to conceptualize, design, and implement supply chains and align it with product, market, and customer needs. Managing the flow of products, information and revenue across supply chains differentiates the ability of supply networks to fulfill customer needs. Students learn t o evaluate how information flows can substitute for the stock of physical resources, such as inventory, and why such systems succeed or fail. They assess how internet technologies, dynamic markets, and globalization are impacting supply chain strategies and practices.

Student Learning Outcomes

On successful completion of the course, students will be able to :

  • Implement supply chains, which are aligned with business models for manufacturing and service companies in the global context
  • Identify risks of the global supply chain and develop strategies to mitigate such risks
  • Configure logistics networks and assess their performance impacts on efficiency and service levels
  • Design supply chain contracts for effective governance of supply chain relationships
  • Develop an understanding ofprocurement ,e - procurement , warehousing, transportation and shipping, inventory planning and contract management within an overall supply chain context
  • Leverage IT developments in supply chain management including RFID and SOA

Activities

  • Students analyze companies that have implemented successful global supply chain management strategies in the last decade. They will document the results of their analysis in a report and present their findings to the rest of the class where they highlight the main aspects of the strategy that led the company's success

Contributors

  • Inventory Managers
  • Purchasing Managers
  • Inventory Managers