ANNOUNCE Award for Service Quality Simulator (SD6488)

[SDMAIL John Sterman]

Posted by  John Sterman <jsterman at MIT.EDU>

I'm pleased to announce that Prof. Rogelio Oliva, Texas A&M, and  
Michael Bean, Forio.com, have won the "MSQ & IJSIM Highly Commended  
Paper Award, QUIS 10 Symposium on Service Excellence in Management  
2007" for a paper describing the Service Quality Management  
simulator.  The SQM simulator was developed by Rogelio and others at  
the MIT System Dynamics Group and has been reissued with a new  
interface through Forio.  The simulator allows users to play the role  
of a senior manager seeking to run a service organization,  
maintaining and enhancing quality and customer satisfaction while  
keeping a lid on costs.  It is applicable to any service setting  
including financial services, retailing, IT, and many others.

The simulator is available at: 

http://forio.com/resources/service-quality-management-simulation 

and the paper (Developing Operational Understanding of Service  
Quality through a Simulation Environment) is downloadable from:

http://iops.tamu.edu/faculty/roliva/pubs.html

Congratulations to Rogelio and Mike.

John Sterman 
Posted by  John Sterman <jsterman at MIT.EDU>
posting date  Wed, 20 Jun 2007 09:56:20 -0400