Lecture Notes

This course is heavily based on discussion of the case assignments. However, slides are available for select sessions below.

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)