THE WALLACE E. CARROLL SCHOOL OF MANAGEMENT
MD850: Advanced Topics in IT: e-Service Operations
Spring 2003
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
BC Web Page: http://www2.bc.edu/~heimgr/
Class Schedule:
Wednesday, 7:00-9:30 p.m., Fulton 413 (Please note that the location has changed)
LAST REVISED: Monday, April 25, 2003
Office Hours:
Wednesday, 4:30-7:00, and by appointment.
Course Syllabus:
MD850SyllabusS2003_update2.doc
MD850SyllabusS2003_update2.pdf
Course Project/Team Paper:
Class Project Due
NOTE: Not all topics have pages linked to them yet. The pages will be put up as the semester progresses. In the meantime, if you are interested in the topics covered in this course, please feel free to check out the topic listing on the website for my MD254 class this semester, which can be gotten to via my homepage (http://www2.bc.edu/~heimgr/).
Week |
Date |
Topic |
1 |
January 15 | Introduction to e-Service Operations:
Definitions, Types, Challenges and Opportunities Student Introductions & Discussion of Personal Interests in e-Services Presentation Slides: (Introduction) (Intro to OM) |
| 2 | January 22 | "Brick
and Mortar" Service vs. "Pure" e-Service vs. Hybrid
e-Service Presentation Slides: (Traditional Service) (Pure e-Service) (Hybrid e-Service) |
| 3 | January 29 | e-Service Performance:
Satisfaction and Loyalty Presentation Slides: (Loyalty and Satisfaction) |
| 4 | February 5 | Managing and
Improving Quality in e-Service Systems Presentation Slides: (Managing Quality) |
| 5 | February 12 | Capacity Management: Modeling e-Services Presentation Slides: (Capacity Management) |
| 6 | February 19 | Capacity Management: Load-Testing e-Services Presentation Slides: (Load Testing and Performance Management) |
| 7 | February 26 | Design and
Development of e-Services
Presentation Slides: (Design of e-Service) |
| March 5 | SPRING BREAK -- NO CLASSES | |
| 8 | March 12 | Speaker: Will Sterling, President and CTO, Island/Instinet
ECN e-Service Process Technologies Presentation Slides: (Process Technologies) |
| 9 | March 19 | Analyzing Web Site Usage: Web Site Mining of Customer
Information Presentation Slides: (Data Mining) |
| 10 | March 26 | Analyzing Web Site Usage: Recommender Systems Presentation Slides: (Recommender Systems) |
| 11 | April 2 | e-Service Network
Infrastructure e-Service Technology: Software Components and Design Patterns Presentation Slides: (E-Service Infrastructure) (Software Components/Patterns) |
| 12 | April 9 | e-Service Design: Methodologies and Issues for Managing the e-Service
Life-Cycle Presentation Slides: (E-Service Life Cycle) |
| April 16 | EASTER BREAK -- NO CLASSES | |
| 13 | April 23 | Inventory, Purchasing, and Supply Chain Management Presentation Slides: (Forward Supply Chain) (Reverse Supply Chain) |
| 14 | April 30 | Class Project Due Final Exam |