Service Engineering | Faculty of Technical Sciences

Subject: Service Engineering (17.IM1103)

Native organizations units: Department of Industrial Engineering and Engineering Management, Chair of Production Systems, Organization and Management

General information:

Category	Scientific-professional
Scientific or art field	Proizvodni i uslužni sistemi, organizacija i menadžment
ECTS	5

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 whose a dominant output are services.

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 and computers exercises, the theoretical treatment of the required number of case studies. Exercises include computers 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. The final exam is conducted in the writen and/or verbally form.

Authors	Title	Year	Publisher	Language
Chang, C.M.	Service Systems Management and Engineering: Creating Strategic Differentiation and Operational Excellence	2010	Wiley	English
Haksever, C., Render, B., Russell, S.R., Murdick, G.R.	Service management and operations	2000	Prentice Hall	English
Salvendy, G., Karwowski, W.	Introduction to Service Engineering	2010	Wiley	English