Natalia Santamaría teaches classes in project management and operations management for non-business graduate students. Her research, which focuses on competitive bidding and decision making under competition and uncertainty, has been published in Management Science, Manufacturing & Service Operations Management, and Production and Operations Management. Prior to joining Johnson in 2014, she was an assistant professor in the industrial engineering school at Universidad de Los Andes in Colombia. She earned a BS and an MSc in industrial engineering from Universidad de Los Andes, an MSc in operations research from Rutgers University, and a Ph.D. in supply chain management and operations research from the Pennsylvania State University.
An organization's service operations encompass all of the processes and systems through which the organization provides care and service to its customers, whether it's human contact, automated systems, or virtually. Ensuring that service operations are optimized for effectiveness and efficiency as well as positive customer experiences is the goal of service operations management. Since the level of demand in these systems is often variable, analysis and improvement can be challenging.
In this course, you will review the probability and statistics concepts necessary to analyze a service process where the level of demand is variable and explore how that variability affects the efficiency of systems. You will practice using tools of queue analysis, including the Lq approximation and Little's Law, to analyze service operations, and you will investigate ways to reduce variability in service processes. Finally, you will analyze a specific service process and recommend improvements to reduce processing and wait times.
It is recommended to only take this course if you have completed Operational Process Analysis or have equivalent experience.
- Determine the steady state for a service process or system
- Use queueing theory to analyze a service process whose levels of demand are variable
- Recommend strategies to improve a service process
How It Works
Who Should Enroll
- Managers and executives
- Business analysts
- MBA students