21 Fri How can waiting be 437 Supplemental Case: Disney’s Magic 11/3 positive? Bands: Enhancing Customer Experience IV. Culture 22 Wed What cultural The Service Organization 174 11/8 conditions nurture The Customer 180 operations that Creating a Customer-Service Organization 182 deliver superior Service Profit Chain 184 customer experiences? How is employee satisfaction related to customer satisfaction and company profitability? No class - Veterans Fri 11/10 Day 23 Wed How to find the right The Service Employee 11/15 people? Contact Personnel 177 Case: 449 Amy’s Ice Cream Case: Enterprise Rent a Car 452 24 Fri How to develop a Customer Service Culture 11/17 sustainable service Supplemental case: Employee Training 456 and Development at Ritz Carlton culture? Wed No class – 11/22 Thanksgiving break Fri No class – 11/24 Columbus Day 25 Wed How to apply service Benihana Simulation 11/29 operations management concepts and tools in order to compete and win? 26 Fri What can we learn by Benihana Simulation -debrief 12/1 doing? 27 Wed Course Summary Review key concepts 12/6 Exam prep
21 Fri 11/3 How can waiting be positive? Supplemental Case: Disney’s Magic Bands: Enhancing Customer Experience 437 IV. Culture 22 Wed 11/8 What cultural conditions nurture operations that deliver superior customer experiences? How is employee satisfaction related to customer satisfaction and company profitability? The Service Organization The Customer Creating a Customer-Service Organization Service Profit Chain 174 180 182 184 Fri 11/10 No class - Veterans Day 23 Wed 11/15 How to find the right people? The Service Employee Contact Personnel Case: Amy’s Ice Cream Case: Enterprise Rent a Car 177 449 452 24 Fri 11/17 How to develop a sustainable service culture? Customer Service Culture Supplemental case: Employee Training and Development at Ritz Carlton 456 Wed 11/22 No class – Thanksgiving break Fri 11/24 No class – Columbus Day 25 Wed 11/29 How to apply service operations management concepts and tools in order to compete and win? Benihana Simulation 26 Fri 12/1 What can we learn by doing? Benihana Simulation -debrief 27 Wed 12/6 Course Summary Review key concepts Exam prep
4234_fall_2017_0.docx