Course teached as: B019388 - GESTIONE DEI SERVIZI Second Cycle Degree in MECHANICAL ENGINEERING Curriculum GESTIONALE PRODUTTIVO
Teaching Language
Italian
Course Content
Part I - Fundamentals
Unified Services Theory Basics
Services Planning and Execution
Non-Services (manufacturing)
Part II - Service Business Strategy
Part III - Managing Service Processes
Cost Issues
Human Resources Management
Marketing in Services
Production and Inventory Control
Part IV - Service Quality and Recovery
Understanding Service Businesses: Applying Principles of Unified Services Theory
Second Edition
Scott E. Sampson
Essentials of Service Design and Innovation: Developing high-value service businesses with PCN Analysis
Fourth edition
Scott E., Sampson
Lecture notes
Learning Objectives
Learn how to manage service processes and business
Teaching Methods
Lectures
Course program
Part I - Fundamentals
Unified Services Theory Basics
Services Fundamentals: Planning
Services Fundamentals: Execution
Understanding Non-Services (manufacturing)
Part II - Service Business Strategy
Identifying Strategic Opportunities
Identifying Strategic Threats
Part III - Managing Service Processes
Cost Issues
Human Resources Management
Marketing in Services
Production and Inventory Control
Service blueprinting
Part IV - Service Quality and Value
Defining Service Quality
Challenges in Delivering Service Quality
Service Recovery
Measuring Service Quality and Productivity