Course 2015-2016 a.y.

20468 - SERVICE INDUSTRIALIZATION NEW TRENDS IN SERVICE MANAGEMENT


CLMG - M - IM - MM - AFC - CLAPI - CLEFIN-FINANCE - CLELI - ACME - DES-ESS - EMIT

Department of Management and Technology

Course taught in English

Go to class group/s: 31
CLMG (6 credits - I sem. - OP  |  SECS-P/08) - M (6 credits - I sem. - OP  |  SECS-P/08) - IM (6 credits - I sem. - OP  |  SECS-P/08) - MM (6 credits - I sem. - OP  |  SECS-P/08) - AFC (6 credits - I sem. - OP  |  SECS-P/08) - CLAPI (6 credits - I sem. - OP  |  SECS-P/08) - CLEFIN-FINANCE (6 credits - I sem. - OP  |  SECS-P/08) - CLELI (6 credits - I sem. - OP  |  SECS-P/08) - ACME (6 credits - I sem. - OP  |  SECS-P/08) - DES-ESS (6 credits - I sem. - OP  |  SECS-P/08) - EMIT (6 credits - I sem. - OP  |  SECS-P/08)
Course Director:
VINCENZO BAGLIERI

Classes: 31 (I sem.)
Instructors:
Class 31: VINCENZO BAGLIERI



Course Objectives

In the last decade, the need to increase the experiential side of the service provisioning has been the most interesting phenomenon in service management. Concurrently, the need to recover efficiency and productivity have accelerated the adoption of both the new technologies and the managerial practices of the goods manufacturing context. In a few words, it is a strong debate to understand if the operations in the service context must be closer and closer either to a factory or to a theatre. The goal of this course is to exploit the concepts that originated the phenomenon of the service industrialization and provide the students with the theoretical concepts and the managerial tools to design and improve a high performing services production and delivery system, in order to balance appropriately between factory and theatre.

Course Content Summary

Attention is paid to the execution of the service industrialization strategies. Methodologies and tools are discussed focusing on the implementation of these strategies within the three main components of the service production and delivery system: the back office, the front office and role of the customers.

The key issues and tools discussed along the course are:

  • the relevance of service in the modern economy;
    • macro-economics,
    • impact on business,
    • the need for appropriate methodologies.
  • Strategies for service industrialization;
    • the Input-Process matrix,
    • trends and evidences.
  • Executing the strategies for service industrialization;
    • Lean Principles in Service,
    • Technological Innovation,
    • Process Redesign,
    • Input Redesign.
  • Cases and testimonials: where service industrialization takes place;
    • Back Office Industrialization,
    • Front Office Industrialization,
    • Customer Involvement and Industrialization.

Detailed Description of Assessment Methods

For non attending students:

Written exams.

For attending students:
(More than 75% classes).

  • Mid term written exam, 35% of total grade;
  • group works and assignments. Weight: 30% of total grade;
  • final written exam, 35% of total grade.

Students have to attend more than 75% of classes to be admitted to the midterm exams. They have also to carry on all the group works and assignments.

Students are admitted to the final written exam only if the grade of first mid-term exam is higher than 16/30.

Students get the total grade only if the average of the grades of the two written exams is higher than 18/30.


Textbooks

Teaching material is digitally distributed through the e-learning platform.

Exam textbooks & Online Articles (check availability at the Library)

Prerequisites

Students attending this course have to hold in depth knowledge of the main general management disciplines. A comprehensive understanding of Marketing, Operations, Finance and Accounting principles is required.

Last change 27/03/2015 12:44