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Teaching Service Science at Zurich University of Applied Sciences
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Teaching Service Science at Zurich University of Applied Sciences
1.
Teaching Service Science
at Zurich University of Applied Sciences C. Heitz, Zurich University of Applied Sciences
2.
Setting • Context: School
of Engineering • New „Service Engineering“ track ramped up in 2011-12 – Adressees: Students from Computer Science , Engineering&Management – In both programs, Service Engineering is one out of three specializations – Focus: ICT-enabled services: Technology plus Human operations – Goal: prepare students for working in service companies • Bachelor level: – EM: Operations (several courses), management basics, marketing – For CS: IT management, basic operations management – For both: 2 courses in „Service Engineering“ – In addition: several electives • Master level: – Service operations and management – ICT Service Management and Operation – Service Science and Engineering © IDP / School of Engineering 2
3.
Service Engineering Basics
(1 Semester) Part I: Theory • Service Dominant Logic and Service Systems: – Services exist because they create value for customers – What is value for customers? Different value dimensions. – Customer engagement and value co-production – Service Systems • Business logic of services – Different business models, in particular for modern IT-enabled services (Osterwalder/Pigneur) • Service Design – Design processes – Personas, context, tasks • Service operations, technical aspects – IT architecture, SOA, Web Services, … – Cloud computing • Service Operations, business aspects – Revenues & costs © IDP / School of Engineering 3
4.
Service Engineering Lab
(1 Semester) Part II: Project • Students work in teams (mixed CS / EM students) • Goal: Invent, design, implement, and operate a new IT-enabled service • 2012: Task: „New service for students“. Results: – „LunchFinder“ – „Find an employee“ – „Dinner Friends“ • Cooperation with Stephen Kwan‘s Service Lab course (San Jose State) © IDP / School of Engineering 4
5.
Master: Service Ops
& Management © IDP / School of Engineering 5 Mainly based on Fitzsimmons&Fitzsimmons
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