THE WALLACE E. CARROLL SCHOOL OF MANAGEMENT
MD850: Advanced Topics in IT: e-Service Operations
Spring 2002

MD850 Home
Instructor: Dr. Gregory R. Heim
Office: Fulton Hall 352A
BC Phone/Voicemail: 617-552-0462
BC Fax: 617-552-0433
Home Phone/Voicemail: 617-596-9028
BC E-Mail: heimgr@bc.edu

Class Schedule:
Wednesday, 7:00-9:30 p.m., Fulton 245

Office Hours: (Tentative)
Wednesday, 5:00-7:00, and by appointment.

Course Syllabus:
MD850SyllabusS2002.doc
MD850SyllabusS2002.pdf

Course Project/Team Paper:
Class Project Due

NOTE: Not all pages linked to below are up yet. They will be up in the next few days. Please see the syllabus above for information.

Week

Date

Topic

1

 January 16 Introduction to e-Service Operations: Definitions, Types, Challenges and Opportunities
Student Introductions & Discussion of Personal Interests in e-Services 

(Presentation Slides)
2 January 23 e-Service Performance: Satisfaction and Loyalty

(Presentation Slides)
3 January 30 Design and Development of e-Services

(Presentation Slides)
4 February 6 The Service Product: Configurations of e-Service Attributes

(Presentation Slides)
5 February 13 Customer Relationship Management (CRM) and Call Center Operations: Managing Person-to-Person and Person-to-Technology Touchpoints Within the e-Service Experience

(Presentation Slides)
6 February 20 e-Service Process Technology: e-Service Network Infrastructure and Software Component Technologies

(Presentation Slides)
7 February 27 The Service Process: Configurations of e-Service Process Technologies

(Presentation Slides)
  March 6 Spring Break
8 March 13 Capacity Management

(Presentation Slides)
9 March 20 E-Services, Web Service Technology, and Integrated Manufacturing/Services

(Presentation Slides)
  March 27 Easter Break
10 April 3 Order Fulfillment and Forward Supply Chain Processes

(Presentation Slides)
11 April 10 Service Failure, Service Recovery, and Reverse Supply Chain Processes

(Presentation Slides)
12 April 17 e-Service Quality: Measuring and Managing e-Service Quality, Improving e-Service Operations, Customer Efficiency Management

(Presentation Slides)
13 April 24 The Flip-Side of Personalization and Risk: Flexibility of e-Service Processes

(Presentation Slides)
14 May 1 Class Project Due

Final Exam