ISM 270: Service Engineering and Management

ISM/UNEX 270 is a graduate level course in the emerging field of Service Engineering. We cover both traditional service enterprise management issues, such as process quality control and facility location optimization, as well as recent technological developments such as web programming that are reshaping the landscape of service industries. Executives must design service delivery strategies that maximize performance in both the physical marketplace and the virtual marketplace. This class will provide students with the quantitative tools needed to succeed in this competitive arena.

Students will gain experience with cutting-edge tools through lab projects and homework sets.

        Each student will create a dynamic web page using XHTML, PHP, JavaScript, and MySQL tools.

        To explore XML-based web programming, we will use new tools such as StrikeIron and the Google Maps API to aggregate, process, and display business data.

        We will review principles of statistical optimization and apply them to process control, demand forecasting, and capacity planning problems.

        We will develop management acumen through project planning exercises.

        The final project is a competitive, team-based Littlefield simulation of the management of a service enterprise.

Details

6pm 9pm, Tuesday evenings

Winter Quarter 2007, January 9 March 13

UCSC/Silicon Valley Center, Mountain View, CA

(Building 19 of NASA Ames campus, Moffett Field)

Course Fee through University Extension:  $950

Enrollment through University Extension

Or

Enrollment as UCSC graduate student

Format:  Ten weeks, meeting once per week for three hours.  A typical class will involve one hour of lecture, an hour of lecture and discussion led by an industry practitioner, and an hour of lab exercises.  

Prerequisites:  Analytical undergraduate degree (engineering, science, mathematics, economics)

Course Materials: 

Instructor

Kevin Ross

Assistant Professor

Graduate Director of the Technology and Information Management Program

Baskin School of Engineering, UCSC

Phone:  (831) 459-1878

Email:  kross@soe.ucsc.edu

Web Page:  http://www.soe.ucsc.edu/~kross/

Teaching Assistant: Geoffrey Ryder gryder@gmail.com

Videos of class (password protected)

Note: Powerpoint slides for past lecture linked to class number.

 Course Outline (subject to change)

Class

Date

Corresponding

Text Chapters

Topic

Lab Activity

Guest Speaker

Reading

Assessment

Files

1

Jan 9

1, 2

The nature of service enterprises

Data envelopment analysis of service productivity using StrikeIron and linear programming; web tools setup

 

 

Homework 1 assigned

Excel File

Homework 1

Homework 1 Excel File

Intro to LP Notes

2

Jan 16

3, 4

Strategy for new service development

Web programming: access the Google Maps API using JavaScript to display data for a service facility location problem

Paul Maglio

IBM Research

Tien, J.M., & Berg, D. (2003)

Homework 2 assigned

PHPIndex

Biodiesel.xq

BiodieselCA.xml

3

Jan 23

5

Technology in services

Web programming: aggregate and process business data using XML and MySQL. Web project assignment.

Alan Karp

HP Labs

PDF

PPT

 

Homework 1 due

Project 1 assigned

Project 1

Starter files

4

Jan 30

6,7, 8, 9

Quality in service encounters

Statistical service process control problem.

Michael (Max) Maximilien,

IBM Almaden Research Center

 

Vargo, S. L. & Lusch, R. F (2004).

Homework 2 due

 

 

5

Feb 6

10

Project Management

Statistics review homework as preparation for forecasting demand section. Project management exercise.

Michael (Max) Maximilien,

IBM Almaden Research Center

(part 2)

 

Homework 3 assigned

Sample Ruby Code

Homework 3 data

6

Feb 13

11

Forecasting demand

Analyze real call center arrival data to predict future traffic levels.

Vijay Mehrotra

San Francisco State Univesity

 

Project 1 due

Final Project assigned

Homework 3 hints

 

7

Feb 20

12, 13, 14

Managing service capacity

Apply principles from queueing theory to service capacity planning problems.

Dave Nielson

StrikeIron.com

Bring Laptop

Homework 3 due

Homework 4 assigned

 

8

Feb 27

Littlefield Technologies

Service Management Game Challenge

Competitive team-based service management simulation challenge

Littlefield Technologies

Bring Laptop

Littlefield Challenge

 

Game Page

 

9

Mar 6

15, 16

Supply chains in services

Continue Littlefield management challenge

Venki Rajah

 

Homework 4 due

 

 

10

Mar 13

17

Globalization and outsourcing

Project presentations

 

 

Final Project Report due

 

 Assessment

Homework 30%

Project 1 20%

Littlefield Challenge 10%

Final Project 40%

Files

Homework 1

Homework 1 Excel File

Homework 2 assigned

PHPIndex

 

Biodiesel.xq

BiodieselCA.xml

 Project 1

Starter files

Homework 3 hints