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Presentation
Presentation
The Curricular Unit (UC) Engineering and Process Management in Services aims to provide the necessary knowledge to develop professional activities within the service industry (e.g., banks, hotels). The necessary competences for the elaboration of academic and scientific works in this field of investigation are also developed.
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Class from course
Class from course
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Degree | Semesters | ECTS
Degree | Semesters | ECTS
Master Degree | Semestral | 6
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Year | Nature | Language
Year | Nature | Language
1 | Mandatory | Português
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Code
Code
ULHT6606-24228
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Prerequisites and corequisites
Prerequisites and corequisites
Not applicable
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Professional Internship
Professional Internship
Não
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Syllabus
Syllabus
S1 - Introduction to Engineering and Service Management;
S2 - The role of the Services for an evolved society;
S3 - Value creation from the Services;
S4 - Types of technologies for Service delivery;
S5 - Characterization of Product-Service Systems (PSS);
S6 - Identification, analysis, and mapping of processes of activities in Services;
S7 - Lean Methodologies in Services;
S8 - Quality methodologies in Services;
S9 - Failure identification and service level recovery;
S10 - New and old conceptualizations on engineering and service management (e.g. Servitization).
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Objectives
Objectives
The subject Engineering and Service Process Management analyzes advanced topics within the scope of service production and aims to provide students with knowledge and skills to manage various organizational channels and services, namely:
LO1 - Understand the characteristics of organizational channels and services;
LO2 - Understand mapping analysis and reengineering of processes in services;
LO3 - Know the quality methodologies in the scope of engineering and service management.
LO4 - Promote discussion in peer groups to solve complex real problems through the application of techniques, models and decision support methods in the field of service management;
LO5 - Apply the acquired knowledge (set of techniques, models and decision support methods) in new situations.
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Teaching methodologies and assessment
Teaching methodologies and assessment
Priority will be given to the use of programming software for service engeneering (use of the Python programming language).
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References
References
Manuais
– Fitzsimmons, J., Fitzsimmons, M., Bordoloi, S. (2008). Service management: Operations, strategy, and information technology (p. 4). New York: McGraw-Hill.
– Johnston, R., Clark, G. (2008). Service operations management: improving service delivery. Pearson Education.
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Office Hours
Office Hours
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Mobility
Mobility
No
