Dr. Sampson will be presenting a workshop titled: Teaching Service Design in an OM/SCM Course: The best two sessions of the semester!
The session will be on Monday 24 November 2014 from 8:30 to 10:00am in room 7 (First Floor of the Tampa Convention Center).
Do you teach an Operations Management or a Supply Chain Management course? This session will show you how you can use a case – Malawi’s Pizza Catering – to teach service design in an engaging and systematic way.
Here is the workshop description: Students love topics that they feel are relevant and are confident they can apply in their careers. Service design can be a highlight of your OM/SCM course. Students at all level are familiar with service operations by very course of living. Service design techniques show students how to document a service operation, analyze operating characteristics, and identify opportunities for process improvement. This workshop will show how you can easily teach two sessions on service design in an engaging way.
Dr. Sampson will be presenting a session titled “Teaching Service Innovation using PCN Analysis” at the November 2013 Decision Sciences Institute Annual Meeting in Baltimore.
The session will be Saturday, November 16th, from 8:30-10:00am.
During the session he will introduce his new (and exciting) service design and innovation case: Malawi’s Pizza Catering. He will also bring some copies of his book, Essentials of Service Design, to distribute at the session (he asks for $10 to help cover production costs).
Here is an description of the session…
It is relatively easy to teach new product development (NPD), which is an exacting science with systematic approaches and tools. On the other hand, new service development (NSD) has not been well defined and lacks systematic approaches and tools. Shostack’s Service Blueprinting tool has been popular for use in service design, but with limitation in identifying and analyzing innovation opportunities. This session will show how to teach service innovation using a new tool, PCN Analysis, which was designed to overcome limitations of blueprinting and other incumbent NSD approaches. PCN Analysis, or Process-Chain-Network Analysis, documents service processes that span networks of entities and breaks down processes into fundamental components. A PCN Analysis technique called strategic process positioning is used to explore innovations that move process steps between and across borders of entities. The innovative potential of PCN Analysis is demonstrated through a case study.