9 Wed How to design Service Process Design 9/20 services to effectively Strategic Positioning Through Process 227 deliver intended Structure 228 customer 229 Service Blueprinting experiences? 231 Taxonomy for Service Process Design 238 Generic Approaches to Service System Design 242 Service Benchmark Ten Things Google – Has Found to be True 246 Case: Computer Cleaning A New – Venture Proposal Case: Amazon.com 10 Fri No Class Supplemental article Breaking the 392 – – 9/22 independent study between Efficiency and Service time for students to Research exercise: Strategies for Managing work on their Customer induced Variability (due 10/25) research paper 11 Wed How to organize the Supporting Facility and Process Flows 9/27 efficient delivery of Servicescapes 250 intended customer Facility Layouts Work Allocation and 261 – experiences? Relative Location Case: Health Maintenance Organization 275 (A) 277 Case: Health Maintenance Organization (B) 12 Fri How to improve Process Improvement 9/29 processes when Foundations of Continuous Improvement 280 skilled/independent 280 Plan-Do-Check-Act cycle people are involved? 294 Lean Service 301 Supplemental case: A Pediatric Emergency Department at Lynchburg General Hospital 13 Wed Where to locate for Service Facility Location 10/4 the efficient delivery Strategic Location Considerations 320 of intended 326 Facility Location Modeling Considerations experiences? 330 Facility Location Techniques – approach 338 Service Benchmark Here a – Bun… 263
9 Wed 9/20 How to design services to effectively deliver intended customer experiences? Service Process Design Strategic Positioning Through Process Structure Service Blueprinting Taxonomy for Service Process Design Generic Approaches to Service System Design Service Benchmark – Ten Things Google Has Found to be True Case: Computer Cleaning – A New Venture Proposal Case: Amazon.com 227 228 229 231 238 242 246 10 Fri 9/22 No Class – independent study time for students to work on their research paper Supplemental article – Breaking the between Efficiency and Service Research exercise: Strategies for Managing Customer induced Variability (due 10/25) 392 11 Wed 9/27 How to organize the efficient delivery of intended customer experiences? Supporting Facility and Process Flows Servicescapes Facility Layouts – Work Allocation and Relative Location Case: Health Maintenance Organization (A) Case: Health Maintenance Organization (B) 250 261 275 277 12 Fri 9/29 How to improve processes when skilled/independent people are involved? Process Improvement Foundations of Continuous Improvement Plan-Do-Check-Act cycle Lean Service Supplemental case: A Pediatric Emergency Department at Lynchburg General Hospital 280 280 294 301 13 Wed 10/4 Where to locate for the efficient delivery of intended experiences? Service Facility Location Strategic Location Considerations Facility Location Modeling Considerations Facility Location Techniques – approach Service Benchmark – Here a Bun… 320 326 330 338 263
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