SCHEDULE Bus Mgt 4234, Service Operations, Fall 2017 Course Schedule Source / Pre-Class Assignment Text Date Topic (Graded Assignments in bold) Page 1 Wed Course Introduction Carmen Course Introduction 8/23 Syllabus Course requirements Student Introductions Section I. Strategy 2 Fri Why do services The Service Economy 8/25 sometimes require Nature of the service sector 13 different operations 15 The experience economy management 18 Distinctive Characteristics of Service approaches? 22 Operations 25 The Service package 26 The Service Process Matrix 27 Challenges for Service Managers 27 Open Systems View of Service 33 Operations Mgt Service Benchmark Walmart – Case Village Volvo 3 Wed How to in a Service Strategy “win” 8/30 crowded competitive The Strategic Service Vision 36 space? Understanding the competitive 38 environment of services Competitive Service Strategies 39 47 The Competitive Role of Information in 55 Services 58 Stages in Service Firm Competitiveness 62 Service Benchmark Outside the Box – Case: The Alamo Drafthouse
SCHEDULE Bus Mgt 4234, Service Operations, Fall 2017 Course Schedule Date Topic Pre-Class Assignment (Graded Assignments in bold) Source / Text Page 1 Wed 8/23 Course Introduction Course Introduction Syllabus Course requirements Student Introductions Carmen Section I. Strategy 2 Fri 8/25 Why do services sometimes require different operations management approaches? The Service Economy Nature of the service sector The experience economy Distinctive Characteristics of Service Operations The Service package The Service Process Matrix Challenges for Service Managers Open Systems View of Service Operations Mgt Service Benchmark – Walmart Case Village Volvo 13 15 18 22 25 26 27 27 33 3 Wed 8/30 How to “win” in a crowded competitive space? Service Strategy The Strategic Service Vision Understanding the competitive environment of services Competitive Service Strategies The Competitive Role of Information in Services Stages in Service Firm Competitiveness Service Benchmark – Outside the Box Case: The Alamo Drafthouse 36 38 39 47 55 58 62
4234_fall_2017_0.docx