Service Management Strategies

Survey of conceptual models for classifying service organizations and planning, implementing, and controlling their operations effectively. Traditional topics from production, such as demand forecasting, facility location and layout, and scheduling and capacity management, will be examined from the service perspective. In addition, areas more specific to service organizations, such as waiting lines, multisite facility and distribution decisions, and franchising, will be covered. A wide variety of real service cases will be examined and analyzed in some detail.