Abstract

Service operations management refers to the efficient utilization and running of a business' main departments i.e. HR, Marketing, Finance etc. It involves planning, coordinating, controlling the resources and processes required to meet customer demand. it is a multifaceted job that requires managers to use not just tools but also their problem-solving skills. Service operations management is more customer-centric, while operations management focuses on production efficiency. SOM must implement continuous improvement initiatives---streamlining processes, improving communication, collaboration, new technologies.