Teaching Undergraduate Students to Manage Service Production Processes by Scenarios

Abstract

The paper reviews the outcomes of conducting operation management simulation in a class of Undergraduate students within "Services Marketing Management" course in 2014. A hypothetical call of "service operations" was made delineating services as scenario-driven production processes, drawing attention on the best strategy design and the service process performance itself. A rehearsal of best scenario-driven operation strategy was performed on the grounds of achieving the highest profit result, which contrasted some operations insights on a quantitative and qualitative base of argumentation.