Description
Description:
This course provides an overview of Service Science, Management and Engineering (SSME), introducing a comprehensive set of definiens of services, early definiens and thoughts on services. The impact of services on modern economies, classification of Service Systems, considerations for the management of services, service productivity and innovation, considerations for the use of methods in the services lifecycle from engagement through solutions design and delivery, SSME Challenges and frameworks, Case studies.
Lab and Tutorials:
The course requires practice and problem solving training during tutorials.
Literature:
• Fitzsimmons, James A., and Mona J. Fitzsimmons, Service Management: Operations, Strategy, and Information Technology, 7th Edition, Irwin/McGraw-Hill, 2011
