Chaque module vaut 3 ECTS. Vous sélectionnez 10 modules/30 ECTS parmi les catégories suivantes:
- 12-15 crédits ECTS en Modules technico-scientifiques (TSM)
Les modules TSM vous transmettent une compétence technique spécifique à votre orientation et complètent les modules de spécialisation décentralisés. - 9-12 crédits ECTS en Bases théoriques élargies (FTP)
Les modules FTP traitent de bases théoriques telles que les mathématiques élevées, la physique, la théorie de l’information, la chimie, etc., vous permettant d’étendre votre profondeur scientifique abstraite et de contribuer à créer le lien important entre l’abstraction et l’application dans le domaine de l’innovation. - 6-9 crédits ECTS en Modules contextuels (CM)
Les modules CM vous transmettent des compétences supplémentaires dans des domaines tels que la gestion des technologies, la gestion d’entreprise, la communication, la gestion de projets, le droit des brevets et des contrats, etc.
Le descriptif de module (download pdf) contient le détail des langues pour chaque module selon les catégories suivantes:
- leçons
- documentation
- examen
In all developed economies, the service sector is the dominant economic sector. Its importance is still growing. In particular new services based on new technologies such as mobile and internet-based technologies are changing our world at a breathtaking pace. The goal of this module is to make students familiar with some of the main concepts of modern services.
The module focuses on service science and strategic service management on the one hand, and service operations management (service delivery) on the other hand.
Compétences préalables
Bachelor degree, ideally in Business & Engineering
Objectifs d'apprentissage
The students…
- Know the economic importance of services. They know how service delivery differs from manufacturing.
- Know the co-creation of value and the fundamentals of Service Dominant Logic as paradigms for understanding services.
- Are able to describe a service both from the perspective of a customer (value creation, perceived value) as well as from the perspective of a provider (value capture)
- Are familiar with the most important operational challenges of a service provider. They are able to apply important service-specific models of Operations Management.
- Understand the principles of service science and are able to generate and assess new service models
Contenu des modules
Service basics (3 weeks):
- Economic importance of services in developed oconomies
- What is a service? Service systems, coproduction and value co-creation, Service-Dominant Logic.
- Services are an experience: The service encounter
- service quality, the gap model, SERVQUAL
Service Operations Management (7 weeks):
- Managing Capacity and Demand , Capacity planning and queuing
- Managing waiting lines
- Value creation process according to Service Dominant Logic, Value for customers / conjoint analysis.
- Value for providers: Customer lifetime value and Customer Equity
- Yield management as an example of service system optimization
Service Engineering (4 weeks):
- Service optimization: Best Service is no service
- New trends in services, service workshop
- Excursion
Méthodes d'enseignement et d'apprentissage
- Theory with exercises
- group assignments
- case work
Bibliographie
[1] James A. Fitzsimmons, Mona J. Fitzsimmons: Service Management: Operations, Strategy, Information Technology
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