MGT 545: Managing Service Operations

Welcome 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

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.

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