• Focuses on how companies can use operational principles to create value for customers, employees, and investors simultaneously. Case-based subject that emphasizes systems perspective and leadership in operations versus the use of specific analytical tools (e.g., queuing theory, inventory management, process analysis) that were covered in the pre- or co-requisite. Cases include a range of service operations contexts including healthcare, hospitality, retailing, food service, pest control, and financial services.

• Textbook Information

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