Each module contains 3 ECTS. You choose a total of 10 modules/30 ECTS in the following module categories:
- 12-15 ECTS in technical scientific modules (TSM)
TSM modules teach profile-specific specialist skills and supplement the decentralised specialisation modules. - 9-12 ECTS in fundamental theoretical principles modules (FTP)
FTP modules deal with theoretical fundamentals such as higher mathematics, physics, information theory, chemistry, etc. They will teach more detailed, abstract scientific knowledge and help you to bridge the gap between abstraction and application that is so important for innovation. - 6-9 ECTS in context modules (CM)
CM modules will impart additional skills in areas such as technology management, business administration, communication, project management, patent law, contract law, etc.
In the module description (download pdf) you find the entire language information per module divided into the following categories:
- instruction
- documentation
- examination
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.
Prerequisites
Bachelor degree, ideally in Business & Engineering
Learning Objectives
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
Contents of Module
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
Teaching and Learning Methods
- Theory with exercises
- group assignments
- case work
Literature
[1] James A. Fitzsimmons, Mona J. Fitzsimmons: Service Management: Operations, Strategy, Information Technology
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