Service Engineering: Data-Based Course Development and Teaching

INFORMS Transactions on Education

Avishai Mandelbaum¹  Sergey Zeltyn² 

[1] Faculty of Industrial Engineering and Management, Technion, 32000 Haifa, Israel;IBM Research Lab, 31905 Haifa, Israel

关键词: teaching engineering;    teaching queueing;    teaching service operations management;    interdisciplinary teaching;    service science;   

DOI  :  10.1287/ited.1100.0058

学科分类：社会科学、人文和艺术（综合）

来源: INFORMS

【 摘 要 】

In this exposition, we discuss empirically based teaching in the newly emerging field of “service engineering.” Specifically, we survey a service engineering course, taught at the Technion–Israel Institute of Technology. The course was “born” about 15 years ago as a graduate seminar and ultimately took its present form as a core course for the undergraduate program in industrial engineering and management. The role of measurements and data as teaching-enhancers and research-drivers is underscored. In addition, we emphasize that data granularity must reach the individual-transaction level. We describe customized databases and software tools that facilitate operational and statistical analysis of services; this includes the use of SEEStat, a data-user interface that was developed at the Technion's SEE Laboratory, for research and educational purposes. Some unique aspects of the course are the incorporation of state-of-the-art research and real-world data in lectures, recitations, and home assignments, as am...

【 授权许可】

CC BY