Service Quality Simulation

Subscribe to this Forio Simulation and use it in your workshop or classroom.

The Service Quality Management Flight Simulation puts you in charge of service personnel. As the manager, you determine the production goal, the quality goal, and the number of people you will hire or fire.

As manager of a 500 person service center you have three goals:

• Keep customers happy
• Keep employees happy
• keep shareholders happy (make money)

You do this by balancing your backlog and your service capacity. You want to deliver a high quality service gets a positive market response from your customers while simultaneously providing a high quality of life for your employees without too much stress and time pressure.

Simulation developed by Professor Rogelio Oliva, Texas A&M University

Watch a video explaining how the simulation works.

Topics covered
Service Quality,
Human Resources,
Hiring,
Service Capacity

Audiences
Corporate training,
MBA programs,
Undergraduate business
(online or classroom)

Duration
1 to 3 hours including introduction and debrief