Welcome to Dr. Scott Sampson's Services Management website.
Unified Service Theory resources
Dr. Sampson's on-line
Understanding Service Businesses
book.
This book is available online at the link above.
It is available in print form from
Amazon.com
for about US$35.
Beware about ordering used versions, since the book contains tear-out exercises that may be missing.
The Sampson/Froehle 2006 article on the Unified Services Theory
(153K PDF file)
.
This article is a good introduction to the Unified Service Theory.
Sampson's 2000 IJSIM article on "Customer-Supplier Duality in Bidirectional Supply Chains"
(453K PDF file)
.
This is Dr. Sampson's first published article on the Unified Service Theory. It provides a basic introduction to service operations, service supply chains, and the UST.
Resources for PCN Analysis
Introduction to PCN Analysis
reading
(497K PDF file)
.
This is an excerpt from Sampson's May 2012
Journal of Service Research
article titled "Visualizing Service Operations."
It is streamlined for use in a gradute or undergraduate course.
The full article is available from the journal website or from the Other instructor resrouces link below (requires password).
Very basic introduction to PCN Analysis
(29K docx file)
.
This information can be used in textbooks or other course materials.
Click here
for an accompanying PowerPoint file (103K) that has figures.
PCN Analysis Exercise
(300K PowerPoint file)
.
This exercise contains instructions and an example of basic PCN Analysis.
Students can use this PowerPoint file as a template for creating their own PCN Diagrams.
Sampson's 2011 Introduction to PCN Analysis Slides
(751KB PDF file)
.
To obtain updated PowerPoint slides for course use, contact Dr. Sampson at his course email address.
Sampson's November 2011 lecture on Lean Services
(links to YouTube video at right)
.
This was an original lecture I gave in class on Lean Services. The Lean Services material has since been updated, but not yet recorded.
Slides for May 2012 IBM SSI Community of Practice webinar
(1.2M PDF file)
.
This is the slides from my May 15, 2012 Service Science Innovation webinar on Visualizing Service Innovation.
Other instructor resources (PCN manuscript, slides)
(requires password)
.
Instructors can request a password from the gmail account: sampsonsclass.
Course Information
Information about Dr. Sampson's Services Management elective.
Other Work in Progress
Slides for 2009 POMS/CSO Meeting (Orlando) Service Management Paradigms Debate
(1.7M PDF file)
.
Slides from February 2011 University of Utah PSI Conference - New Tool for Service Innovation
(
BIG
4.3M PDF file)
.
ses