Abstract:
The case shows how concepts from operations management can be applied to a service setting (as opposed to manufacturing). With private equity as the setting, it aims to help students understand how to use systematic process and queuing analysis to design a professional service operation.

Pedagogical Objectives:
1. Systematic process analysis 2. The role of uncertainty in creating non-value-added time 3. The trade-off between efficiency and ability to attenuate the ill-effects of uncertainty by creating slack—(hence high utilization may sometimes lead to suboptimal outcomes). 4. Systematic sensitivity analysis for strategic planning.

Keywords:
Management of Professional Services, Queuing Analysis, Service Operations, Private Equity, Process Analysis, Workflow Analysis, Staffing

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