Service Management Course |
Contents
Instructors Manual | 1 |
Supplementary Materials | 20 |
Sample Course Plans | 67 |
Executive Development Seminar | 79 |
Teaching Notes for Cases | 91 |
Benihana of Tokyo | 107 |
RuralMetro Fire Department | 118 |
Scandinavian Airlines System SAS A | 130 |
The Malcolm Baldrige National Quality Award | 363 |
FBO Inc | 377 |
WalkIn Clinic | 391 |
Medibus Inc | 423 |
Carusos Pizza | 436 |
OTISLINE | 457 |
Mrs Fields Cookies | 466 |
The PartnerManager Program | 474 |
Southwest Airlines A | 144 |
Bradford Schools Inc | 160 |
The Oakland As1989 | 185 |
Hartford Steam Boiler Inspection and Insurance Company | 196 |
CompuServe A | 211 |
Goldome Realty Credit Corporation | 231 |
Club Med A | 243 |
Service Guarantees | 262 |
The Money Back Guarantee A B C and D | 284 |
The Customer Complaint Letter A and B | 299 |
The Paul Revere Insurance Company A | 317 |
The Paul Revere Insurance Company B | 334 |
Florida Power Lights QualityImprovement Program | 344 |
Fairfield Inn | 483 |
Walt Disney Company | 496 |
Banc One Corporation1989 | 505 |
United Parcel Service A | 520 |
ServiceMaster Industries Inc | 529 |
Girl Scouts of the U S A A B and C | 538 |
Club Med B | 549 |
Citicorp Diners Club | 569 |
Dealer Sales and Service | 577 |
Competing | 596 |
Nordstrom | 602 |
Nordstrom Labor Dispute | 609 |
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Common terms and phrases
achieved airline analysis asked Assignment Questions Au Bon Pain average Baldrige Banc Benihana Bob Jeffrey Bradford Braniff C1PN capacity Club Med company's competitive competitors CompuServe CompuServe's corporate cost customer service discussion Disney drivers employees Exhibit TN-1 Fairfield Fairfield Inn Federal Express franchising GSUSA Harvard Business School hotshot implementation important increase industry initiatives investment issues Jeff Wilkins Medibus million minutes operating strategy organization OTISLINE patients Paul Revere Insurance performance pizza potential problem profits quality improvement recommendations response restaurant revenue Revere Insurance Company RMFD schedule service concept service delivery system service guarantee service quality ServiceMaster Shouldice shown in Exhibit Southwest Airlines strategic service vision successful suggest target market Teaching note Teaching Strategy triage triage nurses trucks utilization walk-in Walt Disney Company