Subject: Services Engineering (12 - IM1103)


Basic Information

CategoryScientific-professional
Scientific or art field:Production Systems, Organization and Management
InterdisciplinaryNo
ECTS5
Course specification

Course is active from 01.10.2013..

The goal of course is to master the knowledge and skills necessary for the design of services and service process, including any specific properties of service products. The course studies the relationship between the service concept, service process and services systems and their importance for the effective and efficient production of services matched to user requirements.
Students will be able to design and develop service and services systems, using tools and techniques of services engineering, and to adequately identify the resources and technology to create better service performance. This course gives competencies for managing and improving a system in which the dominant product is service .
Introduction to services engineering, nature and characteristics of services and identify different types of services and service processes, service transaction analysis; services concept, design and development services, service process management; engineering tool for service processes management, quality of service and service process, service process control , repositioning of service processes, participants in the service process, customer relation management, system utility, service resources, engineering tools for conceptual design of utility systems, technology management, capacity management
Teaching is conducted through lectures and auditory exercises, the theoretical treatment of the required number of case studies. Exercises include auditory introduce students observed in the problem, a case study of interactive processing. Students work in small groups specific terms of reference which aims to use the knowledge acquired. Provides for the public defense work. The final exam is conducted in the form of a written test.
AuthorsNameYearPublisherLanguage
Ćosić, I., Simeunović, N.Inženjerstvo usluga2012Fakultet tehničkih nauka u Novom SaduSerbian language
Salvendy, G., Karwowski, W.Introduction to Service Engineering2010WileyEnglish
Chang, C.M.Service Systems Management and Engineering: Creating Strategic Differentiation and Operational Excellence2010WileyEnglish
Haksever, C., Render, B., Russell, S.R., Murdick, G.R.Service management and operations2000Prentice HallEnglish
Course activity Pre-examination ObligationsNumber of points
Exercise attendanceYesYes5.00
Written part of the exam - tasks and theoryNoYes70.00
Lecture attendanceYesYes5.00
Term paperYesYes20.00
Name and surnameForm of classes
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Simeunović Nenad
Associate Professor

Lectures
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Tasić Nemanja
Assistant Professor

Practical classes
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Tepić Goran
Assistant - Master

Practical classes
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Stanković Jelena
Assistant Professor

Practical classes