Operationalizing the delivery of quality services
Exploring the root cause analysis toolkit
Designing effective processes and workflows
Analyzing capacity and throughput for effective service provision
Managing periods of peak demand
Understanding queues and the psychology of wait times
This is a two-week online executive program led by Faculty Chair Mark Fagan. The highly interactive program consists of live faculty-led sessions and offers a unique approach based in both theory and practice. Class sessions include case studies from around the world highlighting service delivery challenges and how they can be solved. In addition, in-class simulations and break-out activities will foster peer discussion.
