reflection
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MGT545_Day1.pptWelcome to MGT 545
Managing Service
Operations
Autumn 2019
Who am I?
And, what is my job at DePaul?
Daniel Sachs (Dan)
Senior Instructor, Department of Management & Entrepreneurship
Director, Corporate Education Programs
Contact Me: [email protected]
Office Hours – Tuesdays 2-5, 7th Floor
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Areas of Research Interest
- Organizational Behavior
- Integrating Hospitality into Organizational Behavior
- Management Training & Team Building
- Empathy and Perspective Taking at Work
- Change Management
Consulting:
- Start Up technology companies
- Large scale branded entertainment venues
- Corporations with management/organizational challenges
COURSE OVERVIEW AND EXPECTATIONS
Course Description
This course is designed to critically examine the dimensions of the customer experience. It gives context for the concept of customer service across several industries and, ultimately, demonstrates the role employee development and service delivery plays with an emphasis on the principles of design, operation, and control of service delivery systems. Leadership roles in service operations will be studied in the context of realms of experience and customer quality assurance, demonstrating the inherently personal way service encounters can enhance both loyalty and profitability.
Course Objectives
At the conclusion of this course, students will be able to:
- Define and explain the differences between Services and Products.
- Identify key stakeholders of the service industry – employees, customers and shareholders.
- Explain the impact of employee skill development and its linkage to customer satisfaction.
- Identify and apply the pertinent customer service attributes necessary to improve employee performance in relation to customer experiences.
- Describe the components of customer care and service quality assurance programming and assessment across a variety of service sector industries.
- Develop competencies in service product development and innovation.
- Describe how co-creation and engagement of customer experiences can benefit an organization.
Class Expectations
Class participation and respect for your classmates are expected and are important elements in obtaining the optimum knowledge and understanding from the course content
Regular attendance is expected and please be on time.
Calculation of Course Grade
| Course Grading | |
| Quizzes (20%) | 4 @ 5 Points |
| Weekly Case Study Qs (40%) | 8 @ 5 Points |
| Service Encounter (30%) | 20 Points |
| Class Participation (10%) | 20 Points |
| Total Course Points | 100 Points |
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Qiuzzes
Four quizzes will be given online during the 10-week course. These quizzes are designed to measure comprehension of the topics discussed in class and within the assigned readings. No make-up quizzes are permitted.
Case Study Analysis
Each week a case related to the service industry is posted on D2L. Students analyze the case by answering a series of questions. In total, there will be 8 cases during the 10-week course. Cases must be submitted by their assigned time each week in the corresponding D2L Submissions box to receive credit. Cases will be posted on the D2L course page.
Service Encounter Reflection
Students must participate in a service experience at some point during the course. Based on this experience, students are required to answer a series of reflection questions that relate to the topics discussed in the course. The Service Encounter Reflection is due in the corresponding D2L submissions folder prior to Sunday, November 24, 2019 at 11:59pm (Chicago time). Additional details regarding length and depth of this paper will be provided during the 7th week of the term.
Class Participation
Understanding how the concept of Service impacts our ability to deliver a quality service experience is a critical aspect of this course. The book, readings and reading the case studies alone will not give you the depth, appreciation or understanding regarding the subtleties of this topic. In the end, your ability to listen and learn from your classmates as well as contribute to the discussion will enrich your overall ability to integrate service leadership into your daily activities. Thus, your contributions to class discussion are critical.
Grade Scale
| A | 93 & Above | C | 73 – 76 |
| A - | 90 – 92 | C - | 70 – 72 |
| B+ | 87 – 89 | D+ | 67 – 69 |
| B | 83 – 86 | D | 63 – 66 |
| B - | 80 – 82 | D - | 60 – 62 |
| C+ | 77 – 79 | F | 59 and Below |
Disabilities
- Students who feel they may need an accommodation based on the impact of a disability should contact me privately to discuss their specific needs. All discussion will remain confidential.
- To ensure that you receive the most reasonable accommodation based on your needs, contact me as early as possible in the quarter and be sure to contact one of the CSD offices for support and additional service. Lincoln Park: Student Center 370, (773)325-1677; Loop: Lewis Center 1420, (312)362-8002.
Writing Center
I strongly recommend you make use of the Writing Center throughout your time at DePaul. The Writing Center provides free peer writing tutoring for DePaul students, faculty, staff, and alumni. Writing Center tutors work with writers at all stages of the writing process, from invention to revision, and they are trained to identify recurring issues in your writing as well as address any specific questions or areas that you want to talk about. Visit www.depaul.edu/writing for more information.
Academic Integrity
Work done for this course must adhere to the University Academic Integrity Policy, which you can review in the Student Handbook or by visiting:
Who are you?
Academic year, academic area of interest,
and share a service encounter.
This class is titled
“Managing Service Operations”
What does that actually mean?
Break
Why does it make sense to think about Services through the lens of Hospitality?
Perspective Taking & Empathy
Empathy – a shared emotional connection
PT – seeing the world from another’s shoes
How might PT & E connect to Service Operations?
Why is this so difficult?
Reading: Ford & Heaton
Lessons From Hospitality That Can Serve Anyone
3 Keys to Success
- Make every decision with the customer in mind
- Build a strong culture of service
- Manage each “moment of truth” in the service experience
What’s Customer Service
Got To Do With Customer Satisfaction?
- Having a “good product” is not enough.
- Success means a multi-dimensional and all encompassing experience.
- People are the competitive advantage.
- Great organizations develop an environment that nurture productive relationships.
- Customer service is not just about being nice. It’s about engagement with stakeholders.
There are 3
Key Stakeholders
Employees
Customers
Shareholders
Questions
