Concept | File Name | Description |
Queuing, Featuring Disney World's FastPass | DWL1.avi
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| This video provides an overview of a variety of methods of managing and improving customer satisfaction by reducing waiting time and perceived waiting time in Disney theme parks worldwide. The concept, testing, implementation, and results of one 'imagineering' initiative at Disney World--the innovative Fast Pass system are described and highlighted. Fast Pass reduced waiting time, increased 'rides per capita' a Disney management measure, and redistributed traffic flows, all leading to improved customer satisfaction at Disney World. |
Service Strategy, Featuring Hotel Monaco | SDHM1.avi
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SDHM8.avi | Hotel Monaco in Chicago , a Kimpton Group property, is a boutique class Loop property which competes for both business and leisure travel business by way of careful service design innovations matched to it's market niche. This video provides an overview of all of Monaco 's services and examples of how it distinguishes it's "3 T's" of service from competitors. Staffing, 'experience' services, training, and the use of 'guestware' software are all illustrated along with interviews with managers. |
National Association of Realtors | QAP1.avi
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QAP9.avi | The National Association of Realtors manages a Call Center named 'Information Central' for members which provides a high variety of research and information services via 7500 calls and 2000 web inquiries per month. This video describes how the NAR staffs, manages, and delivers these services and how it handles queuing issues. Apropos Technology designs and sells call center management software which Info Central uses to prioritize and handle queuing and delivery of customized service-both 'e-service' and normal call queries. |
Facility Design, featuring St. Alexius Medical Center | Facility_Design_256K_Stream.wmv | This program presents an overview and interviews describing the service specialization of St. Alexius, a Chicago based hospital, particularly their pediatrics and pediatric emergency systems. The Hospital utilizes Operations concepts such as strategic planning, process analysis, layout design, quality and safety monitoring and tracking, capacity planning, work design, and customer satisfaction and staff training to provide specialty care and emergency treatment for acute child patients. |
The Service System Design Matrix, featuring Chase Bank delivery channels | ServiceSystemDesign_256K_Stream.wmv | This video features Chase Bank to illustrate and provide the variety of customer contact systems used in service industries. Onsite examples and interviews are included describing the entire range of Chase Bank services, from the low contact methods such as mail, onsite technology and internet banking, all the way up to the highly customized and unique “Private Client Services” which Chase delivers to top end investment clients |
Global Operations, featuring DHL's Global Delivery Service | DHL_256K_Stream.wmv | DHL is the leading global delivery company servicing over 200 countries and generating over $50 billion in revenue annually. This video provides an overview and the metrics of their global network as well as on site interviews and illustrations from the Miami Gateway location. Their total system is illustrated step by step. DHL executives also describe strategic decisions such as the acquisition of Airborne, and service design innovations such as partnering with US and Canadian Customs. |
