Abstract
A two-part case study is presented that integrates several operations management topics while addressing service applications. The case describes a globally dispersed service system provided to new and existing customers of an adhesives manufacturer. The firm wishes to centralize the service that is offered to customers in six regions. Part A of the case study asks students to determine capacity requirements using a simulation that mimics the centralized system, in particular with consideration of the variation in both demand and service activity times. Part B of the case study, positioned one year later, describes problems associated with the new system and asks students to apply Lean methods to improve the service. The case study was inspired by an actual service system at an adhesives company, but details have been fictionalized to create a better educational experience for students.
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