SERVICE DELIVERY SYSTEMS
Examines the design and management of service experiences and systems to manage employees and customers to consistently deliver outstanding quality and profitable services. Learners examine topics including: service facility design, layout, and location. Service quality, managing queues, managing capacity and demand, managing the service experience, designing the servicescape, and managing the service supply chain, , through information technology. Service system delivery through the service design toolset, including human-centered approaches such as blueprinting, customer journeys, process improvement and the hear-create-deliver methodology are emphasized.
Pre/Corequisite: 10-182-130 INTRODUCTION TO SERVICE OPERATIONS.