15.768 服务运营管理：为客户、员工与股东创造价值 (Management of Services: Creating Value for Customers, Employees, and Investors)

MIT Course 15 · Operations Management · 运营管理 · 课号 15.768

TL;DR

• 服务经济下运营模式与传统产品制造的本质差异：无形性、不可储存性与即时生产消费协同。
• 服务利润链（Service-Profit Chain）理论：员工满意度驱动服务价值，进而驱动客户忠诚与股东回报。
• 服务失误补救机制、排队心理感知管理与数字化自助服务（Self-service）的体验边界。

课程简介 / Description

explores the use of operations tools and perspectives in the service sector, including both for-profit and not-for-profit organizations. The course builds on conceptual frameworks and cases from a wide range of service operations, selected from health care, hospitality, internet services, supply chain, transportation, retailing, food service, entertainment, financial services, humanitarian services, government services, and others.

讲义 / Lecture Notes

• 1
  • Introduction to service operations
  • (PDF)
• 2
  • Process design: Order fulfillment
  • (PDF)
• 6
  • Clockspeed and disruptions
  • (PDF - 2.0MB)
  • 9-10
  • Service operations frameworks II & III
  • (
  • PDF - 1.0MB
  • ) (Courtesy of Gabriel R. Bitran. Used with permission.)
• 19
  • Web services, cloud computing and digital media
  • (PDF)
• 22
  • Supply chain systems: Social responsibility
  • (PDF)

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