Lecture 1: Introduction to Service Engineering

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Handouts

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

Related Materials

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

1. • Required Reading
     1. Queueing Methods (Hall), Chapter 1
     2. Service Management (Fitzsimmons) Chapter 1
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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