Rajesh Tyagi: "Customers satisfaction is bad if you loose the customers"

Pavlo Sheremeta: Professor Tyagi, you are teaching Service Operation management, and you claim that SOM is quite dramatically different from Operation Management Production - in what ways?

Rajesh Tyagi: If you think about a form in a service and in production, we will see that in service we have customer’s participation what is big difference between Service and Production. Customer also tends to create additional evaluations of the process variability. This is one big challenge: the customer co-produces the process. Then you also have challenges: how to measure things making intangible stat able? How do we measure the experience of the perceptions? How do you work with partners to provide service to your customers?

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