DALMINE
Overview
Date/time interval
Syllabus
Course Objectives
In this perspective, this course explores key issues in service management, service design and engineering and service operations and delivery.
The overall course provides both theoretical notions and practical insights allowing the student to understand the service businesses operate. Starting from the basic notions and definitions, the course develops the strategic and operational capabilities required to create a high-performance service organization. The goal of the course is to explore the main key concepts and methods related to SERVICE ENGINEERING, OPERATIONS AND MANAGEMENT (SEOM), to be applied in both traditional service companies and in the service units of manufacturing companies.
The student learns the specific language used in the service business, which enables him/her to communicate appropriately in the workplace. The course contributes to the educational goals of the course by providing specific skills and methodological tools inherent in the organization, management, design and optimization of service businesses and processes.
Course Prerequisites
Teaching Methods
The course is designed according to a problem-based learning methodology and involves companies that will propose real problems for students to develop their own project work on.
The course material consists mainly of the slides and readings available on the course page on the University website. Such slides are complemented with the recommended books in the bibliography.
The password to access the material published on the course e-learning portal is communicated during the first lecture of the course. If unable to attend the first lesson, please contact the professor by e-mail.
Assessment Methods
tudents will be graded on the following:
A) ATTENDING STUDENTS:
The assessment and evaluation consist of an oral exam.
It takes through the discussion of project work developed in collaboration with companies selected by the teacher (group assignment). The project work discussion takes place in an ad hoc session organized at the end of the semester
B) NON-ATTENDING STUDENTS: The assessment and evaluation consist of a written exam (approximately 1 hour long) and an oral exam.
• The written exam 50% of the total. The written exam usually includes true or false questions and exercises. The written exam mark can be up to 30/30. It is forbidden to use the lecture material (notes, books, slides, etc.) during the exam.
• The oral exam 50% of the total. The oral exam mark can be up to 30/30. It takes through the discussion of homework assignments related to specific parts of the course. The material and the instructions for the assignments will be provided to the students during the semester.
The oral exam is planned if the written exam is successfully passed. Usually, the oral discussion is organized one week after the written exam.
Contents
a. Definition of service; The main characteristics of services (intangibility, inseparability, perishability, variability);
b. The classification of services and service strategy
2. Service Engineering
a. Principle of service engineering and design
b. Service Blueprinting
3. Service Operations:
a. Definitions; Service Operations methods;
b. Managing Capacity and Demand
c. Managing waiting lines
d. Capacity Planning and Queuing Models
e. Process Analysis and Improvement (Qualitative and quantitative methods)
4. The Performance measurement of Services:
a. Customer Satisfaction and Customer Loyalty;
b. The gap model;
c. The SERVQUAL model
5. Product Service System and Servitization of manufacturing