Sumários
Apoio ao desenvolvimento dos trabalhos de grupo
9 Março 2026, 18:00 • Ana Lúcia Henriques Martins
Apoio ao desenvolvimento dos trabalhos de grupo
Service Innovation
6 Março 2026, 08:00 • Ana Lúcia Henriques Martins
Service Innovation
What is innovation in services?
What is the process for service innovation?
Casde study analysis
Capacity management in services
5 Março 2026, 09:30 • Ana Lúcia Henriques Martins
Capacity management in services
Queues
Case study
Capacity management in services
5 Março 2026, 08:00 • Ana Lúcia Henriques Martins
Capacity management in services
The long term perspective of capacity management
The medium term of capacity management
Bottlenecks
Service delivery
27 Fevereiro 2026, 08:00 • Ana Lúcia Henriques Martins
Service delivery
Developing costumers' experience
Designing the journey
Developing the service process
Process design
Technology in service process design
Case study analysis