Sumários
Service delivery
1 Outubro 2026, 09:30 • 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
Linking service suppliers and customers
28 Setembro 2026, 09:30 • Ana Lúcia Henriques Martins
Linking service suppliers and customers
Assessing customers’ experience
Supply chain management in service organizations
24 Setembro 2026, 09:30 • Ana Lúcia Henriques Martins
Supply chain management in service organizations
What is supply chain management in service organizations?
When should services be outsourced?
The same strategy to all supply chains?
The same strategy at every point in the supply chain?
How should relationships be managed?
Bullwhip effedct in service operations
Case study analysis
Development of the service concept:
21 Setembro 2026, 09:30 • Ana Lúcia Henriques Martins
Development of the service concept:
What is a service concept?
How can the service concept help managers?
Case study analysis
Service Strategy
17 Setembro 2026, 09:30 • Ana Lúcia Henriques Martins
Service Strategy
What is Service Strategy?
What is the context of Service Strategy?
What is the process of Service Strategy?
How can Service provide Competitive Advantage?
Case discussion