In this course, the differences and similarities between service and manufacturing organizations will be analyzed. Specifically, the course examines how to identify hallmarks of superior service; manage capacity and demand for services, and improve service operations.
The special characteristics of services require an interdisciplinary approach to analyzing operations. We draw on concepts from strategic management, management science and marketing to get insight into service characteristics. Recent offerings have included:
- Case studies and reading that illustrate how to manage operations in restaurants, airlines, and hospitals.
- Student projects that require a service audit of an organization.
- Computer exercises on Queue Management
Job Titles that Involve Topics Studied:
- Customer Call Center Manager
- Consulting Associate