Teaching

Fall, 2022:

• OTM 451: Service Operations Management (Undergrad)

• OTM 751: Service Operations Management (MBA)

Winter, 2022:

• Data Mining for Business Analytics (Tuck MBA)

Winter, 2021:

• Data Mining for Business Analytics (Tuck MBA)

Fall, 2020:

• OTM 451: Service Operations Management (Undergrad)

• OTM 751: Service Operations Management (MBA)

Fall, 2019:

• OTM 451: Service Operations Management (Undergrad)

• OTM 751: Service Operations Management (MBA)

Spring, 2019:

• OTM 451: Service Operations Management (Undergrad)

• OTM 751: Service Operations Management (MBA)

Fall, 2017:

• OTM 451: Service Operations Management (Undergrad)

• OTM 751: Service Operations Management (MBA)

Fall, 2016:

• OTM 451: Service Operations Management (Undergrad)

• OTM 751: Service Operations Management (MBA)

Fall, 2015:

• OTM 451: Service Operations Management (Undergrad)

• OTM 751: Service Operations Management (MBA)

Fall, 2014:

• OTM 451: Service Operations Management (Undergrad)

• OTM 751: Service Operations Management (MBA)

Spring, 2014:

• OTM 451: Service Operations Management (Syllabus)

OTM 451/751 Service Operations Management covers the following topics:

• Designing a Service System

  • Service Design Framework

  • Designing for quality

  • Designing for customers

  • Designing for employees

• Managing Variability & Uncertainty

  • Queue design

  • Capacity planning

  • Revenue/yield management

Additional details about the course:

• A blend of lecture, cases, and in-class exercises

• Industries include: Healthcare, hospitality, retail, & customer-support services

  • Example Cases include: Ritz-Carlton, Zappos, Uber, Ebay, Bob the Barber, and more…

Prerequisites: OTM 300 (for OTM 451), OTM700 (for OTM 751)

This course makes use of the discrete-event simulation software ExtendSim by Imagine That! Inc. 

ExtendSim software is kindly provided for academic use by the Imagine That! company.