Adjunct Associate Professor, Operations Management
MIT Sloan School of Management
MASSACHUSETTS INSTITUTE OF TECHNOLOGY
COURSE AT A GLANCE
Management of Services focuses on how to design and manage operations in a way that delivers value to customers, employees, and investors in service industries such as retail, hospitality, food service, health care, and call centers. Case studies on failure help students understand why excellence in business requires all three stakeholders—customers, employees, and investors—to be satisfied simultaneously. Throughout the course, students learn how to define and evaluate excellence through the lens of the three stakeholders and see that achieving excellence is possible everywhere—regardless of the industry, geography, and whether a company competes on low-cost or differentiation. The students also learn that achieving excellence requires a specific operating system design and strong commitment to values. Finally, through several case studies on transformation, students learn about how to transform a company from mediocrity to excellence.
"Management of Services fundamentally changed both the way I understand business and the trajectory of my career. In every role I’ve held since business school – as a management consultant, at a start-up, at a Fortune 500 company – I have put into practice my learnings on how to create a virtuous cycle that benefits employees, customers, and investors. Professor Ton’s students would all agree: this is the best class you will ever take and should be required for every global business leader!"
-KATIE BACH, CLASS OF 2012
Ton is currently examining how organizations can design and manage their operations in a way that satisfies employees, customers, and investors simultaneously. Her earlier research focused on the critical role of store operations in retail supply chains. Ton identified operational problems at stores that reduce retail supply chain performance as well as store profits and traced these problems to the design of store processes and the management of store labor.