Class attendance and feedback In services, customers are part of the process. So, in this class students are part of the process and class attendance matters. I will award up to 10 pts for your attendance, in-class contributions, and feedback you provide your classmates to help me evaluate class case contributions (see below). Simulation exercise A simulation exercise will be employed in this course to allow students to apply what they have learned. Individual performance on the simulation will be considered in awarding up to 5 pts. Students must individually sign up for this TBD simulation (cost $15) by going to . This access code is required to register for this simulation. TEAM CONTRIBUTIONS An important element of this class is teamwork. Students will form teams of 4, and each team is responsible for two class-case presentations (worth 10 pts each) and one simulation presentation (worth 20 pts). Class case presentations The schedule for class case presentations is indicated in the syllabus. Presentations will be in power point form of no more than 10 slides designed for 20 minutes of in-class discussion (including questions). Students should utilize the Op Ex Framework presented the first week of class and address questions indicated in the case in order to generate class discussion. Suggested slides include a summary of the case facts (situation), indication of concepts and/or frameworks employed, discussion questions, and team recommendations. Student feedback will be used in assessing the quality and completeness of the analysis, the quality and delivery of the presentation, and the class engagement (See Class-Case Feedback Form). Simulation assessment While each student will run the simulation individually, teams will work together to compare and analyze results and jointly prepare an in-class presentation to share their experience. This presentation (one per team) should take about 20 minutes to indicate how teams organized, strategized, and made decisions. Pick one set of individual results to share with the class. Indicate how course concepts were employed or exemplified in the simulation, and most importantly, identify key learnings from the exercise. Team presentations will occur on December 2 and 4th. Grading will be based upon the analytical preparation, demonstrated teamwork, and overall presentation quality and delivery. This project is worth 20 points.
Class attendance and feedback In services, customers are part of the process. So, in this class students are part of the process and class attendance matters. I will award up to 10 pts for your attendance, in-class contributions, and feedback you provide your classmates to help me evaluate class case contributions (see below). Simulation exercise A simulation exercise will be employed in this course to allow students to apply what they have learned. Individual performance on the simulation will be considered in awarding up to 5 pts. Students must individually sign up for this simulation (cost $15) by going to TBD . This access code is required to register for this simulation. TEAM CONTRIBUTIONS An important element of this class is teamwork. Students will form teams of 4, and each team is responsible for two class-case presentations (worth 10 pts each) and one simulation presentation (worth 20 pts). Class case presentations The schedule for class case presentations is indicated in the syllabus. Presentations will be in power point form of no more than 10 slides designed for 20 minutes of in-class discussion (including questions). Students should utilize the Op Ex Framework presented the first week of class and address questions indicated in the case in order to generate class discussion. Suggested slides include a summary of the case facts (situation), indication of concepts and/or frameworks employed, discussion questions, and team recommendations. Student feedback will be used in assessing the quality and completeness of the analysis, the quality and delivery of the presentation, and the class engagement (See Class-Case Feedback Form). Simulation assessment While each student will run the simulation individually, teams will work together to compare and analyze results and jointly prepare an in-class presentation to share their experience. This presentation (one per team) should take about 20 minutes to indicate how teams organized, strategized, and made decisions. Pick one set of individual results to share with the class. Indicate how course concepts were employed or exemplified in the simulation, and most importantly, identify key learnings from the exercise. Team presentations will occur on December 2 and 4th. Grading will be based upon the analytical preparation, demonstrated teamwork, and overall presentation quality and delivery. This project is worth 20 points.
4234_syllabus_fall_2016.docx