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

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

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

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