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Small Service Business Management Simulation Game

Cesim OnService is a small service business simulation game that integrates the functional areas of HR management, capacity management, pricing and marketing

Focus: Entrepreneurship, services management, business fundamentals, SME management.

Used in: Entrepreneurship and services management courses at different levels, college preparedness courses, undergraduate courses focused on core business processes, advanced business courses at the secondary education level.

Features: Participants manage a family hotel with 50 rooms and permanent staff of four in the beginning. 

Participant tasks: The Cesim OnService small business game simulation's starting task for the teams is to get familiar with their business through practice round(s) and refine the business idea for their hotels accordingly. During the rounds, teams will manage the future of their companies by decisions on human resources, investments, service quality, pricing, marketing, and revenue management through sales channels. They operate in competitive markets with seasonal variations in demand and economic conditions. They can also be faced with strategic decisions, such as expanding their operations to a new market area.

Key learning areas: Management of the overall operating, market, and financial performance, with human resources management, capacity management, investments, service quality, pricing, and marketing as the key decision making areas.

Key success factors: In order to succeed, teams must develop and implement a consistent business plan that addresses the seasonal variations in demand and utilizes the principles of revenue management effectively. In addition, skillful and well-planned human resources management is highly important. Success is measured by both operational and financial key indicators, including capacity utilization rates, customer and employee satisfaction, market shares, profit per employee, net profit, return on capital, and earnings per share. The ultimate indicator in the small business simulation game is the return to shareholders, which consolidates all the key success factors into one measurable criterion that can be used to compare the performance between teams.

Expected outcome: To help the participants to develop a holistic view of business operations including marketing, sales, human resources, capacity management, investments, and service quality. To develop the understanding and command of business fundamentals, market-driven decision making practices and financial implications of the various operational and marketing decisions. In addition, participants will gain invaluable experience in teamwork and problem solving.

Available languages: English, Finnish, French, Italian, Mandarin Chinese, Portuguese, Romanian, Serbian, Spanish

Customers: Estoril Tourism and Hospitality School, Shanghai University, IESEG School of Management, TELECOM Ecole de Management, Higher Colleges of Technology (UAE), Aalto University, Tampere University, Jyvaskyla University of Applied Science, Seinajoki University of Applied Science, Helsinki Business College, Mercuria Business School, Zillertaler Tourismusschulen


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  • Cesim OnService - Market Report
    Cesim OnService - Market Report
  • Cesim OnService - Ratios
    Cesim OnService - Ratios
  • Cesim OnService - Operations
    Cesim OnService - Operations
  • Cesim OnService - Sales
    Cesim OnService - Sales
  • Cesim OnService - Market Outlook
    Cesim OnService - Market Outlook