Service Systems EngineeringISE 142/242

Overview prepared by Lou Freund

For ISSIP Education and Research SIGHalloween, 2012

2

SSME Core Courses

Service Engineering &Management

ServiceStrategy

Projectsin

SSME

ServiceQuality

ServiceInnovation

3

Undergraduate & GraduateDegree Programs

BusinessDegrees

Inter‐DisciplinaryDegree

EngineeringDegrees

SSME

ComputerScienceDegree

HealthCare

ManagementDegree

• Text:  Fitzsimmons and Fitzsimmons, 7th Ed.• Topics

– Nature / Scope ‐ Ch 1/2– Strategy/New service  ‐ Ch 3/4/5– Service quality gap/Continuing Imp ‐ Ch 6/8– Supporting Facility / Facility location ‐ Ch 7/10– Service encounter ‐ Ch 9– Managing Capacity and Demand ‐ Ch 11

– Forecasting demand ‐ Ch 17– Waiting lines ‐ Ch 12– Waiting lines cont. ‐ Ch 12– Capacity planning ‐ Ch 16– Service supply relationships ‐ Ch 13– Facilitating goods ‐ Ch 18

• Homework problems nearly each week• Nearly weekly Case Study reports by 50% or 100% of class members

• Team Course project last 7 weeks of semester with project report and presentation

SJSU –ISE 142/242 Services Engineering and Management

Spring 2012 Course Detail

Week 1 [Jan 30th ] Chapter 1: The Role of Services in an Economy

Central role of services in an economy Evolution of an economy to a service society Features of industrial societies Features of the new experience economy Role of service managers

Chapter 2 The Nature of Service

Classify services Describe services using the four dimensions of the service package Managerial implications of a service operation Insights obtained from a strategic classification of services

Video: Services – 1st National Bank of Chicago Case Studies

Discuss Village Volvo to illustrate the nature of services

Week 3 [Feb 13th ]

Chapter 6: Service Quality [gap between customer expectations and perceptions of the delivered service] Describe the five dimensions of service quality. Service quality measurement issues Designing quality into service Service recovery when a failure occurs

Chapter 8: Continuous Improvement in the Service Sector

Identify the stages of competitiveness for a service firm. Discuss the analogous roles of inventory and queuing. Lead a Plan-Do-Check-Act (PDCA) process improvement initiative. Deming’s philosophy of continuous service process improvement Data envelopment analysis to measure productivity of a service unit as

the ratio of resource inputs to service inputs. Video: Quality

Case Studies

Prepare: 4.3 Golfsmith Prepare: 5.1 Amazon.com (with added questions from LEF)

Week 5 [Feb 27th ] Chapter 9: The Service Encounter

How the service profit chain links the development of employees to customers

Supplementary Materials Robert Simons, "Control in an Age of Empowerment," Harvard Business Review, March-April 1995, pp. 80-88.

Video: A Stitch in Time

Project – Introduction to project requirement Case Studies

Prepare 7.4 Central Market Prepare Case 10.1 HMO (C)

Week 7 [Mar 12th ] 1st Mid-Term Exam Full class period NO CASE STUDY THIS WEEK Week 8 [Mar 19th ] Review 1st Midterm Chapter 11 Continued Case Study

Discuss 11.3 The Yield Management Analyst (read for class game – nothing to turn in before game starts. Project: Each team discusses and review plan in class in brief meeting with Dr. Freund

Week 10 [April 9th ] Chapter 12 Managing Waiting Lines

Describe how queues form Since perfect matching of service capacity and demand is seldom the

possible result is waiting customers Apply Maister’s two “laws of service” Discuss the essential features of a queuing system. Management of waiting lines to avoid customer perceptions of a prior

service experience Supplementary Material PROMODEL Support for Service Model Software

Project 1 page Progress Update (Submit drafts of Sections 1-5) Case Study

Prepare 17.2 Gnomial Functions, Inc.

Week 12 [April 23rd ] Chapter 16 Capacity planning Review 2nd Midterm Case Study

Prepare 12.1 Thrifty Car Rental Project Progress Update (Submit drafts of Sections 6 – 9)

Chapter 1: The Role of Services in an Economy Chapter 2 The Nature of Service

All Discuss Village Volvo

Chapter 3 Service Strategy Chapter 4: New Service Development Chapter 5: Technology in Services

All Discuss: 3.1 United Commercial Bank and El Banco

Chapter 6: Service Quality Chapter 8: Process Improvement

A C B D

Prepare: 4.3: Golfsmith Prepare: 5.1: Amazon .com (with added questions for discussion - see LEF

Chapter 7 The Supporting Facility Chapter 10: Facility Location

A B

Prepare 6.3 Museum of Art and Design Prepare 8.1 Senora County Sheriff

Chapter 9: The Service Encounter

C D

Prepare 7.4 Central Market Prepare 10.1 HMO (C)

Chapter 11 Managing Capacity and Demand

All Prepare 9.1 Amy’s Ice Cream

Mid term 1

Chapter 11 cont.

All Prepare 11.3 The Yield Management Analyst (Read for in class game – nothing to turn in)

Spring Break

Chapter 17 Forecasting Demand

A B C D

Prepare 11.2 Gateway International Airport Prepare 11.4 Sequoia Airlines

Chapter 12 Managing Waiting Lines

A Prepare 17.2 Gnomial Functions, Inc.

2nd Mid term 1.5 hrs

Spring 12

Lecture Topic Case Page Case (s) Due A B C DWeek 1 30-Jan Nature / Scope - Ch 1/2 2.1 33 Discuss Village Volvo

Week 2 6-Feb Strategy/New service - Ch 3/4/5 3.1 59 Discuss: 3.1 United Commercial Bank and El Banco

Week 3 13-Feb Service quality gap/Cont Imp - Ch 6/8 4.2 88 Prepare: 4.3 Golfsmith x x5.1 108 Prepare: 5.1: Amazon .com (with added questions for

discussion - see LEF)x x

Week 4 20-Feb Supporting Facility / Facility location - Ch 7/10 6.3 148 Prepare 6.3 Museum of Art and Design x8.1 198 Prepare 8.1 Senora County Sheriff x

Week 5 27-Feb Service encounter - Ch 9 7.4 179 Prepare 7.4 Central Market x10.1 258 Prepare 10.1 HMO (C) x

Week 6 5-Mar Managing Capacity and Demand - Ch 11 9.1 228 Prepare 9.1 Amy’s Ice Cream x x x xWeek 7 12-Mar 1st Mid Term: Ch 1 - 10 Full Period

Week 8 19-Mar Capacity and demand cont. - Ch 11 11.3 293 Discuss 11.3 The Yield Management Analyst

(Read for in class game – nothing to turn in)

26-Mar Spring Break

Week 9 2-Apr Forecasting demand - Ch 17 11.2 291 Prepare 11.2 Gateway International Airport x x11.4 295 Prepare 11.4 Sequoia Airlines x x

Week 10 9-Apr Waiting lines - Ch 12 17.2 475 Prepare 17.2 Gnomial Functions, Inc. xWeek 11 16-Apr 2nd Mid Term: Ch 11, 17 - 1.5 hr

Waiting lines cont. - Ch 12

Week 12 23-Apr Capacity planning - Ch 16 12.1 316 Prepare 12.1 Thrifty Car Rental xWeek 13

30-Apr Service supply relationships - Ch 13 16.3 431 or451

Prepare 16.3 Renaissance Clinic (A) or use Service Model for 16.5 x

Week 14 7-May Facilitating goods - Ch 18 13.2 340 Prepare Peapod – Smart Shopping for Busy People x

NO CASES THIS WEEK

Group ID and Case

Assignments

SJSU –ISE 142/242 Service Systems Engineering

Spring 2012 Requirements for Case Studies

The text includes one or more cases at the end of each chapter. Each case concludes witha few questions. Our class will discuss one or two of these cases each week (see attached schedule) as a way of tying together concepts in the assigned chapter.

Each student is expected to read the case(s) for familiarity and consider the questions at the end of the case before the class at which it is to be discussed.

In addition, some students each week will be assigned to “prepare” to “teach/lead” a small group of students during the class’s case discussion period (see attached assignmentschedule). Case preparation requires:

Reading the case in detail.

Preparing a brief set of bullet points (one page) to provide to class members thatsummarize the principle aspects and main points of the case relevant to the chapter’s topics (to be turned in for grading).

Preparing your answers to the questions at the end of the case (to be turned in for grading) and preparing to lead a small group discussion about these questions and your answers. The page limit for each answer set is five pages of text, plusexhibits. Note that these are maximum limits. Answers should be concise and

h t

ISE 142/242 Grading Plan for Course Project – 3 person teams Spring 2012 Project Title: __________________________________________________________________

nal Project Grading Max 1 2 3

verall scope/complexity /5

udent 1 3 topics 45udent 2 3 topics 45

udent 3 3 topics 45monstrate app of demand

recasting/queuing/emp sched /15

ecommendations/benefits /15

eport organization, arity, presentation

/5

Team Portions:Total /40 /40 /85 /85 /85