Mapping and analysis

16 Fevereiro 2023, 08:00 • Rita Sousa

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Mapping and analysis
The service encounter
The techniques for service system design, particularly coordinating
front-stage and backstage activities: journey mapping, the service blueprint and the PCN Analysis

Front stage / Design

10 Fevereiro 2023, 08:00 • Rita Sousa

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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

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Design
From design to design thinking
The problem-solving approach
The discovery of the importance of the operational level

Back stage

9 Fevereiro 2023, 09:30 • Rita Sousa

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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

What we mean by service (cont.)

9 Fevereiro 2023, 08:00 • Rita Sousa

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What we mean by service
Different views, different processes
The theatre metaphor
Back stage, front stage approaches

Presentation / What we mean by service

3 Fevereiro 2023, 08:00 • Rita Sousa

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Presentation.
Goals, program and grading system.
Working groups / case studies / previous and in class work.

Service and Service systems - a previous look

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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?