Ogni modulo equivale a 3 crediti ECTS. È possibile scegliere un totale di 10 moduli/30 ECTS nelle seguenti categorie:
- 12-15 crediti ECTS in moduli tecnico-scientifici (TSM)
I moduli TSM trasmettono competenze tecniche specifiche del profilo e si integrano ai moduli di approfondimento decentralizzati. - 9-12 crediti ECTS in basi teoriche ampliate (FTP)
I moduli FTP trattano principalmente basi teoriche come la matematica, la fisica, la teoria dell’informazione, la chimica ecc. I moduli ampliano la competenza scientifica dello studente e contribuiscono a creare un importante sinergia tra i concetti astratti e l’applicazione fondamentale per l’innovazione - 6-9 crediti ECTS in moduli di contesto (CM)
I moduli CM trasmettono competenze supplementari in settori quali gestione delle tecnologie, economia aziendale, comunicazione, gestione dei progetti, diritto dei brevetti, diritto contrattuale ecc.
La descrizione del modulo (scarica il pdf) riporta le informazioni linguistiche per ogni modulo, suddivise nelle seguenti categorie:
- Insegnamento
- Documentazione
- Esame
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.
Requisiti
Bachelor degree, ideally in Business & Engineering
Obiettivi di apprendimento
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
Contenuti del modulo
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
Metodologie di insegnamento e apprendimento
- Theory with exercises
- group assignments
- case work
Bibliografia
[1] James A. Fitzsimmons, Mona J. Fitzsimmons: Service Management: Operations, Strategy, Information Technology
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