Operations Management in the Service Industry

1.5 units

The service industry is of vital importance to today's economy. Through a greater understanding of the design and operation of services, productivity improvements can be achieved which result in real growth. We will discuss important issues in the operations of major service providers such as hotels and restaurants, airlines, retailers, and health care providers covering topics including process (re-)design; capacity and demand management, queueing theory, customer behavior, performance measurement, and AI-enabled transformations. The course will approach services from an operations management viewpoint, though related aspects of strategy, technology, and organization will be discussed.