Service Operations Design & Analysis
Who should attend?
This course is designed to help people of authority such as managers, supervisors and all decision-makers, at all levels of the organization, create a customer-focused atmosphere in line with the scope of their responsibilities.
Programme Overview
The objective of the organization is to provide service and product, which satisfies the customer and create value for them. A product and service designed are based on the customer feedback and requirement of the market. Service Operations design is where the Service is broken down into parts, which further can be helpful in the actual delivery process and improved upon analysis.
Objectives
This course is concerned with improving processes and designing facilities for service businesses such as banks, health care organizations, telephone call centers, restaurants, and transportation providers. Major topics in the course include the design of service processes, layout, and location of service facilities, demand forecasting, demand management, employee scheduling, service quality management, and capacity planning
Methodology
This course leverages a variety of learning tools including individual exercises, group discussions, case studies, and videos.
Course Outline
Day One: Service Quality Management
- Review of probability
- Hypothesis testing
- Risk in hypothesis testing
- Newsvendor model
- Data-driven
newsvendor
Day Two: Resource Allocation and Game Theory
- Review of optimization; matching markets
- Adverse selection models
- Moral hazard models
Day Three: Location Planning and Routing
- P-median problem; p-centre problem
- Set covering location model
- Travelling salesman problem
- Vehicle routing
Day Four: Scheduling and Inventory
- Service queueing models
- Little’s law; square-root staffing law
- Long-term planning
Day Five: Principles and Objectives of Service Operation
- Challenges, Critical Success Factors and Risks
- Organizational issues concerned with Functions, Groups, Teams, Department & Divisions
- Achieving balance in Service Operations
- Operational Health, Communication and Documentation
- The activities commonly performed in the Service Operation arena
