Patrick T. Harker
104 Hullihen Hall
President's Office
and
Department of
Business Administration
Alfred Lerner College of Business and
Economics
University of Delaware
Newark, Delaware
Service Management – Spring 2008
Lecture Notes and Handouts
1.
February 12 - Introduction
2. February
19 - Service Strategy I
& Service Strategy II
3. February
26 - Designing the
Delivery Process: Basics & Designing the Delivery Process: Location
4. March
4 - Capacity Design I &
Capacity Design II
5. March
11 - Design in
Action: Call Centers & Capacity Design III
6. March
18 - Capacity Design IV &
Customer Efficiency Management
7. March
25 - Midterm
8. April
8 -
Service Quality
I & Service Quality II
9. April
15 - Service
Quality III & Performance Measurement I
10. April
22 - Performance
Measurement II & Performance Measurement III
-
Burger Palace example - spreadsheet
and screenshot
11. April
29 - Performance
Measurement IV & IT in Services I: Basics
12. May
6 -
IT in Services II: Investment Decisions
13. May
13 -
Projects
14. May
20 -
Final Exam and Projects
harker@udel.edu
Created June 15, 2007
Last modified September 18, 2007
