INFORMS Transactions on Education | |
Service Engineering: Data-Based Course Development and Teaching | |
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
【 预 览 】
Files | Size | Format | View |
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RO201902185109860ZK.pdf | 370KB | download |