Mapping and analysis

17 Fevereiro 2022, 08:00 • Rita Sousa

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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

11 Fevereiro 2022, 08:00 • Rita Sousa

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

Back stage

10 Fevereiro 2022, 09:30 • Rita Sousa

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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

10 Fevereiro 2022, 08:00 • Rita Sousa

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Different views, different processes
The theatre metaphor
Back stage, front stage approaches

Presentation / What we mean by service

4 Fevereiro 2022, 08:00 • Rita Sousa

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

Service and Service systems - a previous look:

• 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?