- Course Catalog Description:
- Both business customers and consumers seek fulfillment of their wants and solutions to their needs - resolving customer problems via one-stop complete service models. This course addresses creating and delivering customer solutions via multi-faceted product-service bundles. The approach uses a structured framework of defining tangible goods and services, intangible service activities, and psychological benefits that customers are seeking. Most course time is spent developing a service delivery system to create and deliver the offering: designing and mapping process flows, applying operations research techniques for analyzing queueing models, determining appropriate applications of automation, and using operations analysis to balance capacity and demand. The course also covers developing systems for managing variability, service quality, queues, and customer psychology in real time during service delivery. prereq: [MBA 6220 or equiv], MBA student
- Class Description:
Services generate nearly 80% of the U.S. GDP, and there is a continual need for new services, higher quality services, and more efficient services. In this course, we tackle management challenges unique to service organizations, studying numerous industries - health care, retail, banking, and professional services. We learn to identifying customer needs, design facilities and processes, and manage capacity to satisfy demand for services. We study how employees and customers interact to create service value.
- Who Should Take This Class?:
This course will be useful for students who seek to design service solutions and service interactions to satisfy customer needs, including students from both goods and service industries. This course is reserved for MBA & MS SCM students. If you are a non MBA/MS SCM student seeking to take this course, fill out the petition form found at goo.gl/9Y9PR5. Additional information, including petition deadlines, can be found at http://carlsonschool.umn.edu/degrees/master-business-administration/part-time-mba/admissions/mba-course-petition-form
http://carlsonschool.umn.edu/degrees/master-business-administration/part-time-mba/admissions/mba-course-petition-form
- Learning Objectives:
The goal of this course is to help students understand the following:
1. Designing services to create customer solutions
2. Designing service processes
3. Managing interactions between service providers and customers
4. Managing service quality to create positive customer experiences
5. Balancing capacity and customer demand- Textbooks:
- https://bookstores.umn.edu/course-lookup/23486/1229
- Instructor Supplied Information Last Updated:
- 21 July 2017