1. ISM 270 Service Engineering and Management Lecture 10: Conclusions and Presentations

2. Today  Topics Review  Surveys  Project Presentations  Wrap-up

3. ISM 270: Service Engineering and Management  Focus on Operations Decisions in the Service Industry  Open to students with an undergraduate engineering/science degree  Learn analytical tools and software for decision making  Featuring guest lectures from industry practitioners  Text: Fitzsimmons & Fitzsimmons ‘Service Management’ Operations, Strategy, Information Technology

4. Topics covered  The nature of service enterprises  Strategy for new service development Technology in services  Quality in service encounters  Forecasting demand  Managing service capacity  Supply chains in services  Globalization and outsourcing

5. Skills / Tools Learned Programming Tools SAS Enterprise Miner SAS Enterprise Miner Spreadsheet Programming Spreadsheet Programming Optimization Solvers Optimization Solvers Web Programming in a Browser Web Programming in a Browser Littlefield Team-Based Management Simulation Littlefield Team-Based Management Simulation Analytical Methods Linear Programming Linear Programming Data Envelopment Analysis Data Envelopment Analysis Statistics for Forecasting Statistics for Forecasting Capacity Management and Queueing Theory Capacity Management and Queueing Theory Project Management Under Uncertainty Project Management Under Uncertainty Theory of Service Supply Chains Theory of Service Supply Chains

6. Schedule ClassDateTopicGuest Speaker 1Jan 10 The nature of service enterprises 2 Jan 17 Strategy for new service development Paul Maglio 3Jan 24 Technology in servicesCharles Ng, DemandTec 4Jan 31 Quality in service encounters Frank Tung 5Feb 7 Project ManagementChristoph Heitz

7. Schedule ClassDateTopicGuest Speaker 6Feb 14 Forecasting demand 7Feb 21 Managing service capacity Max Maximilien 8Feb 28 Supply chains in servicesVijay Mehrotra 9Mar 6 Service Management Game Challenge Littlefield 10Mar 13 Globalization and outsourcing Project Presentations

8. Discussion Where do you see the opportunities? Is a service economy a threat to your job?

9. Survey For me and Geoff Detailed feedback please! Detailed feedback please!

10. Presentations

11. Thanks!!  Keep in touch…  Send news of IPO!