| Session | Module | Topic | Readings | Turn-in |
|---|---|---|---|---|
| Session | Module | Topic | Readings | Turn-in |
| Jan 15 | Service Management Basics | Nature of Services | Four Things to get right, Cleveland Clinic | |
| Jan 22 | Service Management Basics | Improving Service Processes Lean Services | CVS Fixing Health-care, Decoding Toyota's DNA, Deaconess-Glover Hospital | |
| Jan 29 | Service Management Basics | Managing Customer Behavior | ZipCar, Do you really want to be an eBay? | |
| Feb 5 | Managing Demand and Resources | Capacity Management | Available Jones MD, Edison Maternity | |
| Feb 12 | Managing Demand and Resources | Role of InformationStaffing for Conversion | Announcing Waiting TimesIBM Retail Business | |
| Feb 19 | Managing Demand and Resources | Scheduling | Arise Virtual Solutions | |
| Feb 19 | Managing Quality | Empowering Frontline Workers | Service Profit Chain, Au Bon Pain | |
| Feb 26 | Managing Quality | Tenure and Productivity Service Recovery | Store24 Stop trying to delight, Mt. Rundle Hotel Banf | |
| Mar 5 | Managing Quality | Statistical Process Control | Improving Customer Engagement | |
| Mar 5 | Evaluating Productivity | Data Envelopment Analysis | Lecture | |
| Mar 12 | Evaluating Productivity | Data Envelopment Analysis, Review | Modell’s DEA | |
| Mar 26 | Pricing Theory | Introduction to Pricing and Revenue Optimization | ||
| Apr 2 | Pricing Theory | Understanding Pricing | What Price Vertigo, Chapters from Phillips' book | |
| Apr 2 | Pricing and Revenue Optimization | Markdown Management | Retailer Game | |
| Apr 9 | Pricing and Revenue Optimization | Quantitative Demand Models | Personal Training at NYHC | |
| Apr 16 | Pricing and Revenue Optimization | Strategic Customer Interactions Capacity Control | Revenue Management at Harrah’s | |
| Apr 23 | Revenue Optimization | Capacity Control with Demand Uncertainty | Easy Profit | |
| Apr 23 | End Game | Course Review | ||
| Apr 30 | End Game | Project Presentations and Final handed out |