In this session, we continued with our team activity on service classification. The teams presented the service classifications that were allocated to them. The entire class pitched in very well into the discussion and came out with more and more examples of how a certain service belongs or doesn't belong to a quadrant. In some cases, there were heated arguments and disagreements on whether a certain classification was significant at all! Overall, the class was overflowing with energy and enthusiasm though it was the last session of the day and the students had been through a lot of lecturing since morning! Relevant slides have been attached. We ended the class with a video of Southwest airlines that will be discussed in the next session to be held on Monday. Following are the questions that will be the focus of the discussion.
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In today's session we tried to understand services a bit more. After wrapping up with the service characteristics, we saw what a service package comprises of and how it aids in design of services. We understood the importance of services in the economy of a country and we briefly discussed the concept of Service Dominant logic (Follow link for more info). Our discussion on service classifications was through a team activity for which I thought I received an enthusiastic response. I felt I had not really thought the whole thing through, I did not expect it to take so long! Anyways, we can wrap up the remainder in the next session. I am very happy with the students' enthusiastic response to the whole activity. Special kudos to Anudeep (for the recap in the beginning of the session), Swarit and Manish who presented their group's work during the class. Keep the good work going! Find attached relevant slides for what we discussed during this week.
The Service Operations elective for the PGP 4th term started today. My initial impression of the class was that they were slightly reluctant to speak in class. Although, each time someone spoke, it was productive and took the class discussion further. I believe they will take sometime to open up completely and contribute productively to the class.
We started off with introductions and then moved on to the key characteristics of services that makes them more challenging to manage compared to pure product businesses. Further, we also saw how products and services are not really two separate silos but it is in fact a continuum. From my side, I was slightly burnt out towards the end of the class since I was teaching after quite sometime. I hope I will quickly regain my stamina. The class slides will be uploaded at the end of the week. Watch this space for session wrap ups, slides, additional readings and other announcements.
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November 2019
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