SERVICE ENGINEERING, OPERATIONS AND MANAGEMENT | Università degli studi di Bergamo - Didattica e Rubrica


Attività formativa monodisciplinare
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Modalità di erogazione: 
Didattica Convenzionale
Secondo Semestre
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Ingegneria gestionale

No formal pre-requisites are defined. However, a basic knowledge of Operations Management is suggested.

Educational goals

Today the service sector is dominating the economies of most developed nations. In addition, almost every manufacturing firm also has, as a part of business strategy, specific business units providing services.
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 content

1. Understanding Service:
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

Teaching methods

The course contents are discussed in lectures and case discussions, with particular attention to the interaction with the students who have the opportunity to formulate questions and propose topics for further discussion. Lectures aim to introduce, discuss and apply the methods and the principles outlined in the objectives of the course.
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 and Evaluation

The assessment and evaluation consist of a written exam (approximately 1 hour long) and an oral exam.

Students will be graded on the following:
• 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. During the exam is forbidden to use the lecture material (notes, books, slides, etc.).
• The oral exam 50% of the total. The oral exam mark can be up to 30/30. It takes thought the discussion of a home take assignment related to specific parts of the course. The text of the assignment will be provided to the students during the semester.
The assignment discussion takes place in ad hoc sessions organized at the end of the semester or during the oral sessions that take place after having successfully passed the written exam. Usually, the oral discussion is organized 1 week after the written exam.

Further information

In case of provisions of the competent authority on containment and management of epidemiological emergency, the teaching may be subject to changes from what is declared in the syllabus in order to make the course and examinations in line with the regulations.