DSO 582: Service Management (Thursdays)

Jan 15Service Management BasicsNature of ServicesFour Things to get right, Cleveland Clinic 
Jan 22Service Management BasicsImproving Service Processes
Lean Services
Fixing Health-care, Decoding Toyota's DNA, Deaconess-Glover Hospital
Jan 29Service Management BasicsManaging Customer BehaviorZipCar, Do you really want to be an eBay?
Feb 5Managing Demand and ResourcesCapacity ManagementAvailable Jones MD, Edison Maternity 
Feb 12Managing Demand and ResourcesRole of Information
Staffing for Conversion
Announcing Waiting Times
IBM Retail Business
Feb 19Managing Demand and ResourcesSchedulingArise Virtual Solutions 
Feb 19Managing QualityEmpowering Frontline WorkersService Profit Chain, Au Bon Pain 
Feb 26Managing QualityTenure and Productivity
Service Recovery
Stop trying to delight, Mt. Rundle Hotel Banf
Mar 5Managing QualityStatistical Process Control Improving Customer Engagement 
Mar 5Evaluating ProductivityData Envelopment AnalysisLecture 
Mar 12Evaluating ProductivityData Envelopment Analysis, ReviewModell’s DEA
Mar 26Pricing TheoryIntroduction to Pricing and Revenue Optimization 
Apr 2Pricing TheoryUnderstanding PricingWhat Price Vertigo, Chapters from Phillips' book
Apr 2Pricing and Revenue OptimizationMarkdown ManagementRetailer Game
Apr 9Pricing and Revenue OptimizationQuantitative Demand ModelsPersonal Training at NYHC
Apr 16Pricing and Revenue OptimizationStrategic Customer Interactions
Capacity Control

Revenue Management at Harrah’s
Apr 23Revenue OptimizationCapacity Control with Demand UncertaintyEasy Profit
Apr 23End GameCourse Review  
Apr 30End GameProject Presentations and Final handed out