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1. Introduction
2. Why study service operations
3. What is operations?
4. Characteristics of services
5. Service operations strategies
6. Strategic service vision (1)
7. Strategic service vision (2)
8. Service operations- strategy consistency
9. Basic principles of de-coupling
10. Decoupling (1)
11. Decoupling (2)
12. Managerial differences
13. Two models of human resource practice
14. Practitioner literature - "De-coupling is good"
15. Practitioner literature - other services
16. Service blueprint for fast food restaurants
17. De-coupling and cost
18. De-coupling and rounding of small numbers
19. De-coupling and variance reduction
20. Cost problems
21. De-coupling and flexibility (1)
22. De-coupling and flexibility (2)
23. De-coupling & service quality - decentralized
24. De-coupling & service quality - centralized
25. De-coupling and service quality - positive aspects
26. De-coupling benefits
27. De-coupling disadvantages
28. Back-office decoupling strategies
29. Consistent functional choices for decoupling (1)
30. Consistent functional choices for decoupling (2)
31. Consistent functional choices for decoupling (3)
32. Activities in processing a retail loan
33. Modeling services de-coupling
34. Industry analysis: retail lending in Nashville, TN
35. Summary
36. Thank you

Topics Covered

• Characteristics of services
• Strategic service vision
• De-coupling services
• Strategies of cost, flexibility, speed and quality
• Back-office de-coupling strategies

Links

Series:

• Operations Strategy

Categories:

• Technology & Operations

Talk Citation

Publication History

• Published on December 6, 2012