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Veranstaltungsdetails

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Organisatorische Informationen Kursbeschreibung
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eventdetails open Kursbeschreibung

Sprache:
Englisch
ECTS-Credits:
5.0
Art der Prüfung (Deutsch):
Exam, Student Assignments, Presentations
Art der Prüfung (Englisch):
Exam, Student Assignments, Presentations
Kursinhalt (Deutsch):
Services have become the cornerstone of modern economies. This course enables students to understand the key challenges of service companies and design solutions to create truly excellent services and service companies.
Topics covered include:
  • Nature of services and service strategy
  • The role of the customers and the supplier
  • Designing service processes
  • Managing demand
  • Queues and waiting times
  • Logistics Services
Kursinhalt (Englisch):
Services have become the cornerstone of modern economies. This course enables students to understand the key challenges of service companies and design solutions to create truly excellent services and service companies.
Topics covered include:
  • Nature of services and service strategy
  • The role of the customers and the supplier
  • Designing service processes
  • Managing demand
  • Queues and waiting times
  • Logistics Services
Voraussetzungen für die Teilnahme (Deutsch):
Basic knowledge in Operations Management
Voraussetzungen für die Teilnahme (Englisch):
Basic knowledge in Operations Management
Literatur (Deutsch):
Fitzsimmons J.A., Fitzsimmons M.J., 2013. Service Management: Operations, Strategy, Information Technology, 8th edition (global edition)
Chase and Apte (2007), "A history of research in service operations: What's the big idea?", Journal of Operations Management, 25 (2007), 375-386
Shostack, G. L.: "Designing Services that Deliver", Harvard Business Review, Vol. 62, January/February 1984, S. 133 ff
Frei 2006. "Breaking the trade-off between efficiency and service". Harvard Business Review. 84(11): 92-101
Norman 2009. "Designing waits that work". MIT Sloan Management Review. 50(4): 23-28
Literatur (Englisch):
Fitzsimmons J.A., Fitzsimmons M.J., 2013. Service Management: Operations, Strategy, Information Technology, 8th edition (global edition)
Chase and Apte (2007), "A history of research in service operations: What's the big idea?", Journal of Operations Management, 25 (2007), 375-386
Shostack, G. L.: "Designing Services that Deliver", Harvard Business Review, Vol. 62, January/February 1984, S. 133 ff
Frei 2006. "Breaking the trade-off between efficiency and service". Harvard Business Review. 84(11): 92-101
Norman 2009. "Designing waits that work". MIT Sloan Management Review. 50(4): 23-28
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