In this course you will focus on process improvement. You will learn how to set organizational priorities for continuous process improvement, how to execute process improvement projects, and how to sustain the initiative for continuous improvements. You will be able to: • Relate underlying principles to frameworks and techniques used for process improvement • Synthesize information to make decisions for organizational initiatives and process improvement • Apply analytical techniques for tactical decisions in a process improvement project This course is part of Gies College of Business’ suite of online programs, including the iMBA and iMSM. Learn more about admission into these programs and explore how your Coursera work can be leveraged if accepted into a degree program at https://degrees.giesbusiness.illinois.edu/idegrees/.
Lecture 2-1.1 Importance of Services (Part 1)
Skills You'll Learn
Lean Six Sigma, Process Improvement, Six Sigma, Analysis Of Variance (ANOVA)
Reviews
4.6 (938 ratings)
Oct 1, 2017
Great course . Thanks Gopi Sir for this wonderful presentation . Anova and regression concepts - were not completely clear,, rest all concepts were very clear and concise.
May 15, 2017
This kind of quality and depth is what courses on Coursera should strive for.\n\nGopesh is extremely knowledgeable and likable; really enjoyed the learning opportunity!
From the lesson
Module 2: Service Operations Management
In this module, we will learn how service quality is the result of a customer’s journey before, during, and after a service experience, and how a customer’s expectations, experience, and the gap between the two affect a customer’s satisfaction. We will analyze this satisfaction gap to understand why it may arise due to misalignments between the customers’ and service providers’ understanding of the customer need. We will then learn about the five dimensions of service quality used by a popular measurement technique called SERVQUAL to measure service quality. Next, we will discuss how service failures arise and ways to recover from such failures.Finally, we will see how service operations are being disrupted by new technologies and new business models.
Taught By
Udatta Palekar
Associate Professor
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