Lecture 1: Introduction to Service Engineering

Handouts

Course Description (PDF)
Rules of the Game (PDF-75KB)
Syllabus (PDF)
Lecture 1: Introduction (Combined) (PDF-1.65MB)
Service Engineering of a Call Center (PDF-60KB) (PPT-640KB)
Service Engineering of an Emergency Department (PDF-60KB) (PPT-640KB)
Data-Based Service Engineering (Science, Management) in Call Centers, Hospitals, … Plenary Lecture, 16th IE&M Conference, March 2010, Israel (PDF-11.5MB)
Lecture 1: Web Summary (PDF-10.5MB)

Service Engineering (Science, Management): A Subjective Mini Course (PDF-273KB)

Restaurants = Hospitals = Production-Lines?? The New Yorker, August 2012 (PDF-326KB)

Fruit Flies to Humans as Call Centers to Emergency Departments (Link)

Service Research in Hospitals: Science, Engineering, Management (PPT-2.16MB)

ענפי המסחר והשירותים: מובילי כלכלת ישראל (PDF-336KB)

הפקולטה למדעי השירותים (PDF-112KB)

IBM Almaden Services Research. Service Science, Management and Engineering, SSME (Link)

הנדסת שירותים vs. Service Engineering (PDF-170KB)

Service Engineering in Germany – Methodical Development of New Service Products, by Bullinger, Fähnrich and Meiren (PDF-72KB); Video (Link)

Industrial Metamorphosis (on Services and Manufacturing), October 2005:
The Economist (PDF – 200KB), Haaretz (PDF – 230KB, Hebrew)

Innovation in Retail Banking, by Frey, Harker & Hunter (PDF-225KB)

דו”ח מבקר המדינה 53ב’ לשנת 2000 – השירות לציבור (PDF 1.5MB)

Service Operation: an Example (BofA, USA) (PDF-121KB)

Service Operation: Additional Examples (PDF-158KB)

The Global Call Center Report: International Prespectives on Management and Employment, headed by Holman, Batt, and Holtgrewe, 2007 (PDF-2.66MB)

Call Centers in Israel, 2008 (PDF-127KB)

מוקדי שירות טלפוני בישראל – נתח שוק ומאפייני תעסוקה (PDF-542KB)

Readings for Introduction to Service Engineering (Link)