Sumários
Service Design
22 Fevereiro 2024, 08:00 • João Carlos Menezes
Design
From design to design thinking
The problem-solving approach
The discovery of the importance of the operational level
Back stage / Front stage
9 Fevereiro 2024, 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
one, particularly in terms of frontline interactions
Front stage
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
8 Fevereiro 2024, 09:30 • João Carlos Menezes
Different views, different processes
The theatre metaphor
Back stage, front stage approaches
What we mean by service
8 Fevereiro 2024, 08:00 • João Carlos Menezes
What we mean by service
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 / Service and Service systems - a previous look
2 Fevereiro 2024, 08:00 • João Carlos Menezes
Presentation.
Goals, program and grading system.
Working groups / case studies / previous and in class work.
Service and Service systems