Service Management 1155-12-M13-SeMa

1. Framing service operations
- Introduction to service operations
- The word of service
- Service strategy
- The service concept
2. Service people
- Customer relationship
- Service quality
- Designing customer experience
3. Delivering service
- Service supply networks
- Designing the service process
- Managing service performance
- Service resources and capacity
4. Improving service operations
- Service innovation
- Service improvement

Całkowity nakład pracy studenta

75 hours: 3 ECTS 40 contact hours: 15 lectures, 15 classes, and 10 individual consultations 20 hours: project work 10 hours: reading selected texts 5 hours: writing a report

Efekty uczenia się - wiedza

W1: The student knows and understands to a significant extent, selected methods and tools of data acquisition, description, modelling and identification of regularities governing economic processes (K_W04)

Efekty uczenia się - umiejętności

U1: The student is capable of using the acquired knowledge in practice in various fields and forms and critically analysing the effectiveness and usefulness of this knowledge (K_U05)

Efekty uczenia się - kompetencje społeczne

K1: The student is willing to acquire knowledge, information and data necessary for the processes of solving problems that occur in a service organization (K_K01)

Metody dydaktyczne

Conventional lecture and problems lecture. Exercises: classical problematic method, case study.

Metody dydaktyczne podające

- wykład informacyjny (konwencjonalny)
- wykład problemowy

Metody dydaktyczne poszukujące

- studium przypadku
- projektu

Koordynatorzy przedmiotu

Paweł Brzustewicz
Maciej Zastempowski

Kryteria oceniania

Exercise:
- Case studies connected with the lecture issues
- Project:
Topic: Evaluation of services provided by the selected organization and a proposal for their improvement
- Individual or group work
- Project presentation

The final assessment based on case study assessments and the prepared project.

Lecture:
Written test (single-choice test)
Range of issues – problems of the lecture

W1 - written test +++
U1 - project +++

Criterion ratings of the test:
• very good: 90% - 100%
• good plus: 80% - 89%
• good: 70% - 79%,
• satisfactory plus: 60% - 69%

Literatura

1. D.W. Parker, Service Operations Management, 2012, Edward Elgar Publishing
2. B. Hollins, S. Shinkins, Managing Service Operations. Design and Implementation, 2010, ISBN: 9781412929530
3. J. A. Fitzsimmons, M. J. Fitzsimmons, S. Bordoloi, Service Management: Operations, Strategy, Information Technology, 2014, Eighth Edition, McGraw Hill
4. J.L. Heskett, W.E. Sasser, Jr., L.A. Schlesinger, What Great Service Leaders Know and Do, 2015, Berrett-Koehler Publishers, Inc.

Więcej informacji

Dodatkowe informacje (np. o kalendarzu rejestracji, prowadzących zajęcia, lokalizacji i terminach zajęć) mogą być dostępne w serwisie USOSweb:

Strona przedmiotu 1155-12-M13-SeMa w USOSweb