Course Completion Tracker
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Slides, Sheets & other Shenanigans...
Watch this space for session slide, excel worksheets and useful articles.
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Wraps & Scribbles
Session 1: Well Begun, Half Done
We are off to a great start. Thanks to all for enthusiastic participation. We shall commence serious business post the hiatus. All the best for the upcoming placement season! Until then, like the Soup Nazi would say "No class for you" Topics Covered
Challenges of a Service Manager Importance of service sector to the economy Service Product Continuum Distinctive characteristics of services Session 2
All services are not the same, Each type of service have their own set of challenges. In this session, we discussed several service classification frameworks and their operational implications. Topics to be Covered
Service Classifications Basics of Service Strategy Session 3-4
Southwest Airlines has created a sustainable competitive advantage and consistently outperformed in the "difficult-to-operate" Aviation Industry. We discussed in detail how the core strategy of the company has evolved with time while maintaining the spirit of the original strategy. Topics to be Covered
Service Strategy Strategic Service Vision Session 5
Services need to be carefully crafted to orchestrate the desired customer experience. Through the lens of three different service design framework we saw how the desired service design could be achieved. Topics to be Covered
3Ts of a Service Provider Structural and Managerial elements of Service Design Service Package Session 6 & 9
Benihana's innovative business model is fully aided by various structural and operational design choices made by Rocky. In addition to the discussion of the case, we got our hands dirty with running of a Benihana Restaurant in a simulated environment. We saw the impact of various design choices on operational and financial performance. Topics to be Covered
Benihana of Tokyo Case Benihana of Tokyo Operations Management simulation Session 7 & 8
These sessions were taken by Practitioner. Summary of the session has been prepared by course participant Mr. Pranay Jain.
Topics to be Covered
B2B Service Operations Session 10
An interested discussion about service improvement in CVS pharmacy ensued during this session. We looked at problems faced by CVS pharmacy, solutions to these problems and their implementation related challenges. Topics to be Covered
CVS pharmacy case |
Session 11-13
Queues are integral part of our lives. These sessions introduced you to the mathematical fundamentals of queuing theory, gave you a hands on demo of Arena and finally discussed using Disney World case, how using psychological principles could be used to design better queues. Topics to be Covered
Queuing Theory Fundamentals Discrete Event System Simulation - A Primer Psychology of Queuing Session 14-15
Making best use of available capacity is an essential aspect of ensuring high asset utilisation in capital intensive fixed capacity services like Airlines, Hotels etc. While the math and the science involved yield management is pretty deep and complex, we got fundamental understanding of basic methods and heuristics used there. Topics to be Covered
Managing Capacity and Demand Airline Revenue Management Overbooking Capacity Allocation Session 16
We discussed the different ways in which customer-induced variability could impact the operations of service firms. We saw how through use of Instrumental and Normative means companies could help alleviate this impact.
Topics to be Covered
Zipcar Case Customer Induced Variability Managing Customer Behavior Session 17-18
We discussed the various aspects of the ITC echoupal case. Contrary to the usual use of the case in Supply Chain Management, we discussed the servicization angle and saw how it connects to the various ways in which services could be innovated.
Topics to be Covered
ITC echoupal case Rethinking Service Delivery Session 19
Dabbawallahs of Mumbai are known for their exemplary service accuracy. Their success is generally attributed to a coding system they use to mark the tiffin boxes. During the in-class activity designed around the dabbawallah service we got a flavor of how it feels to be a dabbawallah and unlocked the secrets of the service excellence and saw how the coding system is merely a small element in their overall success factors.
Topics to be Covered
Dabbawallah Case Service Excellence at the bottom of the pyramid |