Jedes Modul umfasst 3 ECTS. Sie wählen insgesamt 10 Module/30 ECTS in den folgenden Modulkategorien:
- 12-15 ECTS in Technisch-wissenschaftlichen Modulen (TSM)
TSM-Module vermitteln Ihnen profilspezifische Fachkompetenz und ergänzen die dezentralen Vertiefungsmodule. - 9-12 ECTS in Erweiterten theoretischen Grundlagen (FTP)
FTP-Module behandeln theoretische Grundlagen wie die höhere Mathematik, Physik, Informationstheorie, Chemie usw. Sie erweitern Ihre abstrakte, wissenschaftliche Tiefe und tragen dazu bei, den für die Innovation wichtigen Bogen zwischen Abstraktion und Anwendung spannen zu können. - 6-9 ECTS in Kontextmodulen (CM)
CM-Module vermitteln Ihnen Zusatzkompetenzen aus Bereichen wie Technologiemanagement, Betriebswirtschaft, Kommunikation, Projektmanagement, Patentrecht, Vertragsrecht usw.
In der Modulbeschreibung (siehe: Herunterladen der vollständigen Modulbeschreibung) finden Sie die kompletten Sprachangaben je Modul, unterteilt in die folgenden Kategorien:
- Unterricht
- Dokumentation
- Prüfung
In all developed economies, the service sector is the dominant economic sector. Its importance is still growing. In particular new services based on new technologies such as mobile and internet-based technologies are changing our world at a breathtaking pace. The goal of this module is to make students familiar with some of the main concepts of modern services.
The module focuses on service science and strategic service management on the one hand, and service operations management (service delivery) on the other hand.
Eintrittskompetenzen
Bachelor degree, ideally in Business & Engineering
Lernziele
The students…
- Know the economic importance of services. They know how service delivery differs from manufacturing.
- Know the co-creation of value and the fundamentals of Service Dominant Logic as paradigms for understanding services.
- Are able to describe a service both from the perspective of a customer (value creation, perceived value) as well as from the perspective of a provider (value capture)
- Are familiar with the most important operational challenges of a service provider. They are able to apply important service-specific models of Operations Management.
- Understand the principles of service science and are able to generate and assess new service models
Modulkategorie
Service basics (3 weeks):
- Economic importance of services in developed oconomies
- What is a service? Service systems, coproduction and value co-creation, Service-Dominant Logic.
- Services are an experience: The service encounter
- service quality, the gap model, SERVQUAL
Service Operations Management (7 weeks):
- Managing Capacity and Demand , Capacity planning and queuing
- Managing waiting lines
- Value creation process according to Service Dominant Logic, Value for customers / conjoint analysis.
- Value for providers: Customer lifetime value and Customer Equity
- Yield management as an example of service system optimization
Service Engineering (4 weeks):
- Service optimization: Best Service is no service
- New trends in services, service workshop
- Excursion
Lehr- und Lernmethoden
- Theory with exercises
- group assignments
- case work
Bibliografie
[1] James A. Fitzsimmons, Mona J. Fitzsimmons: Service Management: Operations, Strategy, Information Technology
Vollständige Modulbeschreibung herunterladen
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