Formation/Cours

At the end of the course, the student should be able to:

– Describe the central role of services management in an economy.(AOL-5B)
– Identify and critique the six distinctive characteristics of a service operation and explain the implications for managers.(AOL-6B).
– Describe a service using the service package dimensions.(AOL-3A).
– Use the service process matrix to classify a service.(AOL-3A)
– Describe “service scape” .Identify and discuss environmental dimensions of service scapes.(AOL-1C)
– Determine the overbooking strategy for a service that minimizes expected loss using OR tools. (AOL-3A)
– Use a linear programming model to prepare a weekly workshift schedule with two consecutive days off for each employee.(AOL-3A).
– Apply strategies to address the four attributes of waiting. (AOL-3A).
– Describe the essential features of a queuing system.(AOL-1C)

1. Understanding Services and The Service Economy .
2. Designning the Service Enterprise :Supporting Facility & Process Flow
3. Managing Capacity and Demand in Service. Yield Management.
4. Managing waiting lines in Queing Systems