BUILDING THE SERVICE OPERATIONS COURSE AROUND A FIELD PROJECT

Service operations courses are often too concerned with concepts or techniques and not enough with the solution of real-world service problems. This article presents a case study of the successful turnaround of such a course by rebuilding it around a field project. The project is presented in some details. It largely dictates the content and paces the delivery of the course. Strategic and tactical aspects in the design of such a course are discussed with the benefits and limitations of the approach.