St. Gianna Healthcare: Service Management
Joshin John, Neetha J. Eappen
Product #:W33857
Supplier:Ivey
Discipline:Management Science, Operations Management
Setting:India, 2021
Subjects:
Industries:
Your Price:$9.71
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Learning Objectives
- Map a business process and develop the service blueprint.
- Analyze, critique, and troubleshoot glitches and gaps in service systems.
- Perform an analysis of waiting times by applying queueing theory.
- Understand the psychology of waiting lines and the importance of managing waiting times with reference to service queues.
- Perform waiting line analysis using software such as Python or R.
- Evaluate various alternatives for customer service improvements on issues relating to demand and capacity management, scheduling, and service operation reconfigurations.