Preliminary project case debate

4 Março 2021, 08:00 • Rita Sousa

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Reports presentation (preliminary) from each case study project team

Breaking the trade-off efficiency - service // The service concept // Innovation

26 Fevereiro 2021, 08:00 • Rita Sousa

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Breaking the trade-off efficiency - service
Trade-offs between efficiency and various aspects of service experience
Positioning the service
Variability in services
Understand how to find strategic advantage in a service setting

The service concept

Innovation
Close and open innovation in services
Technology-based service innovation, and customer-led service innovation.

Service Mapping and Analysis

25 Fevereiro 2021, 09:30 • 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

Service Design

25 Fevereiro 2021, 08:00 • Rita Sousa

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

classes 3 & 4

12 Fevereiro 2021, 08:00 • 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

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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