Lecture 1: Introduction to Service Engineering

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Handouts

• Course Description (PDF)
• Rules of the Game (PDF-75KB)
• Syllabus (PDF)
• Lecture 1: Introduction (Combined) (PDF-1.65MB)
• Service Engineering of a Call Center (PDF-60KB) (PPT-640KB)
• Service Engineering of an Emergency Department (PDF-60KB) (PPT-640KB)
• Data-Based Service Engineering (Science, Management) in Call Centers, Hospitals, … Plenary Lecture, 16th IE&M Conference, March 2010, Israel (PDF-11.5MB)
• Lecture 1: Web Summary (PDF-10.5MB)

Related Materials

• Service Engineering (Science, Management): A Subjective Mini Course (PDF-273KB)
• Restaurants = Hospitals = Production-Lines?? The New Yorker, August 2012 (PDF-326KB)
• Fruit Flies to Humans as Call Centers to Emergency Departments
• Service Research in Hospitals: Science, Engineering, Management (PPT-2.16MB)
• ענפי המסחר והשירותים: מובילי כלכלת ישראל (PDF-336KB)
• הפקולטה למדעי השירותים (PDF-112KB)
• IBM Almaden Services Research. Service Science, Management and Engineering, SSME (Link)
• הנדסת שירותים vs. Service Engineering (PDF-170KB)
• Service Engineering in Germany – Methodical Development of New Service Products, by Bullinger, Fähnrich and Meiren (PDF-72KB); Video
• Industrial Metamorphosis (on Services and Manufacturing), October 2005:
  The Economist (PDF – 200KB), Haaretz (PDF – 230KB, Hebrew)
• Innovation in Retail Banking, by Frey, Harker & Hunter (PDF-225KB)
• דו”ח מבקר המדינה 53ב’ לשנת 2000 – השירות לציבור (PDF 1.5MB)
• Service Operation: an Example (BofA, USA) (PDF-121KB)
• Service Operation: Additional Examples (PDF-158KB)
• The Global Call Center Report: International Prespectives on Management and Employment, headed by Holman, Batt, and Holtgrewe, 2007 (PDF-2.66MB)
• Call Centers in Israel, 2008 (PDF-127KB)
• מוקדי שירות טלפוני בישראל – נתח שוק ומאפייני תעסוקה (PDF-542KB)
• Readings for Introduction to Service Engineering:

1. 1. Required Reading
      1. Queueing Methods (Hall), Chapter 1 (PDF-2MB)
      2. Service Management (Fitzsimmons) Chapter 1 (PDF-3.2MB)
   2. Optional Reading
      From books on my shelves:
      “The Worlds is Flat: A Brief History of the Twenty-First Century”, Thomas L. Friedman, Farrar, Straus and Giroux, NY, 2005.

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