University of Lahore

Guest Speaker Session on Service Operations Management

The services sector treats services as intangible products, service as a  and service as a package of facilitating goods and services. Significant aspects of service as a product are a basis for guiding decisions made by service operations managers. The extent and variety of services industries in which operations managers make decisions provides the context for decision making. The six types of decisions made by operations managers in service organizations are: process, quality management, capacity and schedulinginventory, service supply chain, and information technology. Services operations management is related with delivering service to the customers of the service. It involves understanding the service needs of the target customers, managing the processes that deliver the services, ensuring objectives are met, while also paying attention to the constant improvement of the services.

The Cluster of Supply Chain Management at Lahore Business School, The University of Lahore Organized a guest speaker session on “Service Operations Management”. The guest speaker was Mr. Sajid Shafique who is a Certified Supply Chain Management Professional with a demonstrated working experience of more than 14 years with Industry’s leading organizations. Liaising with, leading business partners from Telecom, Pharma, FMCG and E-Com sectors regarding logistics, warehousing & fulfillment business operations in central region. Presently he is working as Operations Manager, Warehousing & Distribution Central at TCS Pvt. Ltd.

Mr. Sajid explained that operations management is a central organizational function and one that is critical to organizational triumph. Service organizations react to the wants of customers and leave certain experiences in the minds of the customer through a service delivery system. Functions of service operation are to restore the normal service to the user as quickly as possible. There is service desk that made up dedicated number of staff responsible for dealing with variety of services events, often made via telephone call, web interface or automatically reported infrastructure events. Factors such as high consumer contact, consumer participation in the process, labor intensiveness, intangibility of output, difficulty of measuring quality, difficulty of measuring productivity, and a site dictated by consumers' location, are some of the explanatory characteristics of service operations. Therefore, service quality must identify what sensual benefits, physical items, and psychological benefits the customer is to receive from the service. He further highlighted different elements of service operations at TCS Pvt. Ltd. and explained the importance of responsiveness to meet the customer needs.

At the end of the end of the session Cluster Head Supply Chain Management, Ms. Uzma Tahira shared her views about the event and emphasized to bridge the industry-academia gap for creating research and career opportunities for supply chain graduates.

  • Guest Speaker Session on Service Operations Management
  • Guest Speaker Session on Service Operations Management
  • Guest Speaker Session on Service Operations Management
Search Box