Service ops mgt Week4_Session1_Services Management

Service ops mgt Week4_Session1_Services Management - 1...

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1 Click to edit Master subtitle style Service Operations Management Instructor: Manpreet Hora Office: Room 4252 Phone: 404-385-3465 Email: manpreet.hora@mgt.gatech.edu
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2 Agenda: Week 4, Session 1 ¡ WtA ¡ Recap of last week l Technology-Based Delivery ¡ Virtual Vineyards ¡ Supply Chains l Services Facilitating the Physical Supply  Chain l Service Supply Chain
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3 Readings and Video Assigned Readings ¡ ¡ Chapter 18: Call Centers in Financial Services:  Strategies,  Technologies and Operations; Michael L. Pinedo, Sridhar  Seshadri and J. George Shanthikumar ¡ Schmenner, Roger W.: “How Can Service Businesses  Survive and Prosper?”, Sloan Management Review, vol. 27,  no. 3, spring 1986, pp. 21-32. ¡ Karmarkar, U. (2004), “Will you survive the service  revolution?”, Harvard Business Review, 82 (6), 101 – 107. In-Class
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4 Learning Objectives ¡ Contrast the supply chain for physical goods with service supplier  relationships.  ¡ Identify the sources of value in a service supply relationship. ¡ Discuss the managerial implications of bidirectional relationships.
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