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Service Operations

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Services are value creation economic activities involving people, technology, organizations, and information. In post-industrial economies, service firms provide most of the GDP and employment. Examples of service firms include ride-hailing firms (e.g., Grab, Uber) in transportation industry, investment banks in financial service industry, hospitals in healthcare industry, etc. The OM faculty works on real-world service operations problems such as: How do system throughput and social welfare change as the real-time delay information becomes more prevalent due to advances in information technology? How does user-generated information sharing (through e.g., Twitter, Waze, etc) affect the throughput and social welfare of the service system, compared with the full and no information structures? How to strategically idle stations to improve patients’ service experience in a multi-stage preventive healthcare clinic? In a tandem queue with finite buffer space, how will different work prioritization policies affect the throughput and the flow time of patients in the facility—measures that influence both the facility's finances and patients' satisfaction?​

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