Operations Management Exercise

System Utilization in Service Management

$50 / seat

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Simulation Overview

Based on the classic Manzana Insurance case, students manage a service process — reading and writing insurance policies — while developing intuition about capacity utilization, turn around time, work in progress, and the effects of demand variability. This exercise includes four configurable scenarios and an assessment quiz built in to the exercise.

Learning Focus

  • Manage Turn Around Time (TAT) and Work In Progress (WIP) in a service organization
  • Understand Little’s Law (impact of WIP on throughput time)
  • Identify bottlenecks in service organizations
  • Develop intuition about the effects of demand variability in processing times in a service organization

Topics Covered

  • Capacity Utilization
  • Demand Measurement
  • Insurance

Additional Information


1 to 3 hours including introduction and debrief

This simulation is by Harvard Business School Publishing and Forio

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