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School of Business & Quality Management
Virtual Lab 2: Fall 2024
Course Title
Operations and Supply Chain Management
Course Code
OPER307
Instructor Name
Petra Turkama
Deadline
Week 9, 25 October, 2024
Instructions for learners:
This Virtual Lab Exercise will test the learning outcome during the first weeks of the course in terms of the following Course Learning Outcomes:
ü K2 describe the scope of OM and its transformation role in converting inputs into finished goods and services.
ü S1 Apply planning and scheduling techniques for effective operations decision making
ü S2 Evaluate OM approaches to problem solving and process improvement in manufacturing and service settings
ü SD1 Develop specific action plans based on OM tools and techniques
The course topics included in the assignment are:
ü Service Design
ü Process Strategy
ü Location Strategy
The Assignment Information:
Service design addresses the need for an experience flow between the business itself as well as the end users. It is a human-centered approach that focuses on customer experience and the quality of service encounter as the key value for success. Secondary measures are effectiveness of resource usage, consistency, cost and availability.
Word count expectation around 1500 words. Visuality rewarded (figures, graphs, tables,..).
Your task:
Design a new service process for car maintenance/ visit to a doctor/ get a book from a library/ book a car/…
Present your work in form of a journey map (an example below), including at minimum the following steps and 4Ps of service design:
ü People (who are involved, what they do, what does customer do)
ü Product (what are the benefits and added value to customer, what makes delivery easier)
ü Partner (Who do we need to partner with, where are locations, online presence)
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