Case: Health Maintenance Organization (C) 14 Fri How to manage Managing B2B Services 10/6 business-to-business Service Supply Relationships 68 (B2B) relationships? 70 Managing Service Relationships 75 Professional Service Firms 79 Outsourcing Services 85 Service Benchmarking Lynchburg – 350 Case: Boomer Consulting, Inc. 15 Wed How to manage Case: Mortgage Services Game 354 10/11 service supply chain dynamics? Fri No Class Autumn – 10/13 Break 16 Wed How to manage Managing Capacity and Demand 10/18 operations in Strategies for Managing Demand 358 conditions of high 362 Reservation Systems and Overbooking variability? 364 Strategies for Managing Capacity 370 Yield Management 385 Case: River City Bank 17 Fri How to optimize yield Case: Yield Management Game 388 10/20 when short-term capacity is fixed? 18 Wed How to manage Managing Variability 10/25 customer-induced Supplemental article: Breaking the 392 variability? between Efficiency and Service Due: Research Exercise: Strategies for Managing Customer Induced Variability 19 Fri How to manage the Managing Waiting Lines 10/27 disconnect between Queueing Systems 414 demand and 415 Strategies for Managing Customer Waiting capacity? 418 Essential Features of Queueing Systems 428 Service Benchmark - Disney 20 Wed Why do customers 432 Case: Thrifty Car Rental 11/1 have to wait? 433 Case: You Eye’ll Be Seeing 436 Case: Field Study
Case: Health Maintenance Organization (C) 14 Fri 10/6 How to manage business-to-business (B2B) relationships? Managing B2B Services Service Supply Relationships Managing Service Relationships Professional Service Firms Outsourcing Services Service Benchmarking – Lynchburg Case: Boomer Consulting, Inc. 68 70 75 79 85 350 15 Wed 10/11 How to manage service supply chain dynamics? Case: Mortgage Services Game 354 Fri 10/13 No Class – Autumn Break 16 Wed 10/18 How to manage operations in conditions of high variability? Managing Capacity and Demand Strategies for Managing Demand Reservation Systems and Overbooking Strategies for Managing Capacity Yield Management Case: River City Bank 358 362 364 370 385 17 Fri 10/20 How to optimize yield when short-term capacity is fixed? Case: Yield Management Game 388 18 Wed 10/25 How to manage customer-induced variability? Managing Variability Supplemental article: Breaking the between Efficiency and Service Due: Research Exercise: Strategies for Managing Customer Induced Variability 392 19 Fri 10/27 How to manage the disconnect between demand and capacity? Managing Waiting Lines Queueing Systems Strategies for Managing Customer Waiting Essential Features of Queueing Systems Service Benchmark - Disney 414 415 418 428 20 Wed 11/1 Why do customers have to wait? Case: Thrifty Car Rental Case: Eye’ll Be Seeing You Case: Field Study 432 433 436