A Vision of Service Supported in Engineering and Management<br />1st Service EncounterFEUP ► Porto ► Portugal ► 2010.03.22...
Lily of the Valley – Convallaria Majalis – © Josef Hlasek<br />Boa Tarde!<br />
4<br />Porto – Portugal<br />View of Porto riverside<br />
The School of Engineering<br />
João Falcão e Cunha<br />jfcunha@fe.up.pt  ► +351-91-254 1104<br />
9<br />University of Porto - School of Engineering<br /><ul><li>9 Departments
10 / 25 graduate / master programs
12 doctoral programs
450 lecturers and researchers
250 administrative staff
7000 students (2500 postgraduate)
Member ofCESAERConference of European Schools for Advanced Engineering Education and Research www.cesaer.org
Member of ERCIMEuropean Research Consortium on Informatics and Mathematics www.ercim.eu</li></ul>15 Schools<br />60 gradua...
10<br />Contents<br />Introduction<br />Technology and Services<br />MESG<br />CESG and EMISS<br />Conclusions<br />
Leadership<br />Execution<br />Information<br />Persistence<br />Emotion<br />LEIPE<br />
12<br />The increasing infusion of technology in services<br />Technology is increasingly embedded in every component of s...
Technology and Service ---Engineering ---Management<br />
14<br />Service System Evolution<br />Architecture<br />Marketing<br />Design<br />Engineering<br />… ... …<br />Goals &“S...
15<br />The need for multidisciplinary competences<br />Understanding the innovative Technologies now required for service...
Using technology in a traditional area …<br />
MESG – The Master inService Engineering and Management<br />
19<br />FEUP educational experience<br />Most graduates end up working in service organizations, in areas such as logistic...
The Master in Service Engineering and Management (MESG*, in Portuguese) aims at developing competences to conceive, design...
21<br />MESG Timeline<br />
CESG – The Congress for Service Engineering and Management<br />
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SSME-PT Service Meeting "Aprender Serviços" - João Falcão e Cunha - FEUP

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Transcript of "SSME-PT Service Meeting "Aprender Serviços" - João Falcão e Cunha - FEUP"

  1. 1.
  2. 2. A Vision of Service Supported in Engineering and Management<br />1st Service EncounterFEUP ► Porto ► Portugal ► 2010.03.22João Falcão e Cunha** jfcunha@fe.up.pt ►+351-91-254 1104<br />Faculdade de Engenharia da Universidade do Porto<br />
  3. 3. Lily of the Valley – Convallaria Majalis – © Josef Hlasek<br />Boa Tarde!<br />
  4. 4. 4<br />Porto – Portugal<br />View of Porto riverside<br />
  5. 5. The School of Engineering<br />
  6. 6.
  7. 7.
  8. 8. João Falcão e Cunha<br />jfcunha@fe.up.pt ► +351-91-254 1104<br />
  9. 9. 9<br />University of Porto - School of Engineering<br /><ul><li>9 Departments
  10. 10. 10 / 25 graduate / master programs
  11. 11. 12 doctoral programs
  12. 12. 450 lecturers and researchers
  13. 13. 250 administrative staff
  14. 14. 7000 students (2500 postgraduate)
  15. 15. Member ofCESAERConference of European Schools for Advanced Engineering Education and Research www.cesaer.org
  16. 16. Member of ERCIMEuropean Research Consortium on Informatics and Mathematics www.ercim.eu</li></ul>15 Schools<br />60 graduate programs<br />120 master programs<br />100 doctoral programs<br />2200 lecturers and researchers<br />1600 administrative staff<br />27000 students, of which 7500 postgraduate<br />One of the Top 20 in RI3Ibero-American Ranking of Universities and R&D Institutes http://investigacion.universia.net<br />One of the Top 500 in the Shanghai Jiao Tong Univ. Ranking of Universities<br />
  17. 17. 10<br />Contents<br />Introduction<br />Technology and Services<br />MESG<br />CESG and EMISS<br />Conclusions<br />
  18. 18. Leadership<br />Execution<br />Information<br />Persistence<br />Emotion<br />LEIPE<br />
  19. 19. 12<br />The increasing infusion of technology in services<br />Technology is increasingly embedded in every component of service management and service value co-creation.<br />In a first wave, technology was used to enhance service backstage operations.<br />Technology is now being used to enhance the interaction between customers and service providers.<br />Bitner, Brown & Meuter (2000); Rayport & Jaworski (2004)<br />
  20. 20. Technology and Service ---Engineering ---Management<br />
  21. 21. 14<br />Service System Evolution<br />Architecture<br />Marketing<br />Design<br />Engineering<br />… ... …<br />Goals &“Soft” Goals<br />Functional &Non-Functional Requirements<br />Creativity & Innovation<br />Programs, Systems, … , Services<br />
  22. 22. 15<br />The need for multidisciplinary competences<br />Understanding the innovative Technologies now required for service provision<br />Management of the service system CDIO process (Conceive, Design, Implement, and Operate)<br />Understanding the functional and non-functional or experience requirements of People.<br />
  23. 23. Using technology in a traditional area …<br />
  24. 24.
  25. 25. MESG – The Master inService Engineering and Management<br />
  26. 26. 19<br />FEUP educational experience<br />Most graduates end up working in service organizations, in areas such as logistics, quality, information systems, project management, requirements engineering or user interface specification.<br />
  27. 27. The Master in Service Engineering and Management (MESG*, in Portuguese) aims at developing competences to conceive, design, implement and operate technology enabled service systems.<br />Proposed in 2006, December<br />Started in 2007, September<br />www.fe.up.pt/mesgEnglish (and Portuguese…)<br />* Mestrado em Engenharia de Serviços e Gestão<br />
  28. 28. 21<br />MESG Timeline<br />
  29. 29. CESG – The Congress for Service Engineering and Management<br />
  30. 30.
  31. 31.
  32. 32. 25<br />CESG 2010http://www.cesg2010.com/<br />2010, May 14<br />
  33. 33. Visions<br />
  34. 34. 27<br />DELLIISS and EMISS<br />The DELLIISS project has been funded with support from The European Commission.<br />
  35. 35. IBM – Jim Spohrer 2009<br />
  36. 36. Leadership<br />Execution<br />Information<br />Persistence<br />Emotion<br />LEIPE<br />
  37. 37. 30<br />Conclusions<br />The evolution towards a technology enabled service economy creates the need for professional engineers with new competences. <br />Engineers must have a solid understanding of technology but also a solid understanding of the needs of people, organizations and society. <br />Engineers, like medical doctors, lawyers or architects, influence the life of people and therefore need to know a lot more about emotional requirements.<br />
  38. 38. Camellia japonica L. – © Sofia Nóvoa<br />Obrigado pela atenção!<br />

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