Course Overview Note
(Revised from original 2006 version)
Managing Service Operations: Understanding the Customer Operating Role
Describes Managing Service Operations: Understanding the Customer Operating Role, a second-year MBA course that consists of three modules. The first module, Conceptualizing the Customer Operating, explores the operational challenges and opportunites of managing customer-operators. The second module, Service Design in the Context of Customer-Operators, adresses the design and management of service operations with significant customer operating roles. The third module, Improvement with Customer-Operators, addresses how firms can systematically leverage customer-operators in the organizational improvement process.
Keywords: Service Operations;