Service Operations & Project Management is a structured track of 11 lessons that build a complete, interview-ready understanding of the topic. Work through them in order, then use the quiz and flashcards in each lesson to revise.
What this course covers
- How Service Operations Differ From Manufacturing - Intangibility, simultaneity and variability, and what each changes.
- Designing a Service Process and the Service Blueprint - Mapping a service including the line of visibility and failure points.
- Managing Capacity and Demand in Services - Levelling demand and flexing capacity when output cannot be stocked.
- Service Levels, Queueing & Customer Waiting Experience - Designing waiting, not just reducing it, with the psychology of queues.
- Service Quality Measurement and Recovery - Measuring perceived quality, and recovering a failure well.
- Operations in Healthcare, Hospitality & Financial Services - Three service sectors and the operating constraint that defines each.
- Project Management Fundamentals for Operations - Scope, schedule, cost and risk applied to an operations improvement project.
- Scheduling, Critical Path & Resource Levelling - Building a schedule, finding the critical path and levelling constrained resources.
- Agile and Iterative Delivery in Operations Projects - When iterative delivery suits an operations project, and when it does not.
- Using AI in Service Operations and Workforce Scheduling - Forecasting service demand and building rosters, with the fairness constraints.
- Applied: Improving a Service Process Without Adding Headcount - A service process redesigned within a fixed headcount, with the results.