Sumários
Design
20 Fevereiro 2025, 08:00 • João Carlos Menezes
From design to design thinking
The problem-solving approach
The discovery of the importance of the operational level
Back stage / Front stage
14 Fevereiro 2025, 08:00 • João Carlos Menezes
Back stage
From mass production to mass customization
The classical profiles of performance
The ways in which a service firm is different from manufacturing
The customer experience, the heart of front stage interactions
The need for T-shaped skills that are required for success in service settings
The customer Journey
What we mean by service
13 Fevereiro 2025, 09:30 • João Carlos Menezes
Different views, different processes
The theater metaphor
Back stage, front stage approaches
What we mean by service
13 Fevereiro 2025, 08:00 • João Carlos Menezes
What is service? How are services different from goods?
Why are countries and firms moving toward service?
What challenges and opportunities are presented in the migration to service?
Presentation
7 Fevereiro 2025, 08:00 • João Carlos Menezes
Goals, program and grading system.