Successful service 'manufacture' and final delivery to customers/clients requires a series of well designed, well managed and seamless service processes, some backstage and some front stage. The intangibility of services complicates the traditional management task of planning, organizing, directing and controlling for the performance that goes into creating and delivering a service product. Building on the basic principles of operations management, the course examines the operations decisions that managers may face in managing their resources and delivering services to their customers to achieve service quality as well as efficiency goals. Key topics include: blueprinting the service experience, the new service development process, house of quality, setting KPIs, gap analysis, the physical environment, capacity management, waiting times and productivity measurement.