Chapter 5: Service Design - In this chapter, we talk about what sets services apart, what service design entails, and how to make the service process more efficient and customer-focused.

Here are some of the learning objectives from chapter 5:

Evaluate the impact of services on jobs and the economy

Appreciate and articulate the differences between products and services

Utilize tools for envisioning and designing quality services

Map out service processes and suggest process improvements

Model waiting for lines and evaluate their performance for service improvement Chapter 6: Processes and Technology - In this chapter, well talk about different types of processes and technologies, from highly automated advanced manufacturing to low-tech manual assembly operations. We will examine how to select the right process, how to plan it out, and how to improve it.

Here are some of the learning objectives from chapter 6:

Evaluate strategic options in process planning, including whether or not to outsource.

Differentiate among different types of production processes.

Understand the effect of volume and standardization on process selection.

Appreciate the difficulties in translating a design into a process.

Use simple flow charting tools to improve everyday processes.

Investigate the use of technology in manufacturing and service processes.

What were some of the highlights of this week?

Elaborate on your views on activities, deliverables, and reading resources for this week.

Was the course learning valuable and/or applicable? a. If yes, how are you planning to use this material in the future? b. If no, what changes would you recommend?