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Service Operations Management

  • Course Code: OPS-223

  • Format: In-Person / Virtual

  • Description: Manufacturing concepts apply to services too. Using Queuing Theory, this course analyzes service efficiency. Participants analyze line wait times and customer flow to determine optimal staffing levels and improve the customer experience.

  • Learning Objectives:

  • Apply manufacturing efficiency concepts to service environments.

  • Analyze line wait times to determine optimal staffing levels.

  • Apply Queuing Theory to service design.

  • Scholar-Practitioner Framework:

  • Theory: Queuing Theory.

  • Application: Wait Time Analysis.

Curriculum: The Psychology of Waiting; Capacity Management; Service Blueprints.