5-9 Lunch&Learn – Associate Prof. Cui LiXin: The Application of Service Blueprint Principles and Methods in the Management of Catering Service Process - Beijing Banquet Process Management Case
- Release date：2017-06-01 02:04:00
Topic: The Application of Service Blueprint Principles and Methods in the Management of Catering Service Process - Beijing Banquet Process Management Case
Speaker: Cui Lixin (Department of management science and logistics)
Time: Tuesday, May 9, 2017, 12:00-13:00
Location: Main building 418
The 13th Five Year Plan national key R&D Plan NQI special - service authentication key technology research and application, Chief quality specialist, responsible for 2 subtasks "Under the condition of Internet and informationization, service certification evaluation index selection and design research", "Under the condition of Internet and informationization, service quality evaluation measurement methods research". He has published more than 20 papers in Chinese core journals related to service quality evaluation of heritage tourism, business travel, online education, and other industries.
The invisibility, heterogeneity, indivisibility of production and consumption, and unstorability of the service makes service process a significant role in service quality evaluation. Standardized and scientific service process management is a priority to improve the quality of service. The service blueprint theory has been proved a scientific, effective and operational method in service process management. At the same time, the process management is the core content in operations management. This case can be used in undergraduate and graduate "operation management" and "service management" courses. This case is based on nearly one- year field study of Beijing banquet.
(Organizer: Case Centre)