20468 - SERVICE INDUSTRIALIZATION NEW TRENDS IN SERVICE MANAGEMENT
CLMG - M - IM - MM - AFC - CLAPI - CLEFIN-FINANCE - CLELI - ACME - DES-ESS - EMIT
Course taught in English
Go to class group/s: 31
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;
- 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.
For non attending students:
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.
Teaching material is digitally distributed through the e-learning platform.
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.