J008 Service and System Thinking

Faculty of Informatics
Autumn 2016
Extent and Intensity
1/1/0. 2 credit(s) (plus 1 for the colloquium). Type of Completion: k (colloquium).
Teacher(s)
Francesco Caputo (lecturer)
Ing. Leonard Walletzký, Ph.D. (lecturer)
Mgr. Jitka Kitner (assistant)
Guaranteed by
doc. RNDr. Eva Hladká, Ph.D.
Department of Computer Systems and Communications – Faculty of Informatics
Supplier department: Department of Computer Systems and Communications – Faculty of Informatics
Timetable
Fri 10:00–11:50 C511
Course Enrolment Limitations
The course is offered to students of any study field.
The capacity limit for the course is 40 student(s).
Current registration and enrolment status: enrolled: 0/40, only registered: 0/40, only registered with preference (fields directly associated with the programme): 0/40
Course objectives
Course aims to offer to students the opportunity to develop a strong conceptual framework to see problems in holistic way and to appreciate different viewpoints. Following the pathway traced by the course of PA194 - Introduction to Service Science, the course will develop a broad range of critical and reflective thinking skills. In this direction, it aims to help the student in developing a multi and transdisciplinary capability to better understand risks and opportunities for IT professionals in emerging social and economic scenario. Final aim is to support students to be more competitive both from theoretical as well as from practical point of view.
Syllabus
  • The course will offer to the student first elements about: - Service Marketing - System Approaches - Market Analysis - Stakeholder Analysis - Satisfaction and Loyalty - Value co-creation - Service Management of human resources - Service Management of Information and Communication Technology - Service Innovation in Service Networks - Measuring in Service Productivity
Literature
  • Fundamentals of service systems. Edited by Jorge Cardoso - Hansjörg Fromm - Stefan Nickel - Gerhard Satzger - Ru. Cham: Springer, 2015, xix, 362. ISBN 9783319231945. info
  • Handbook of service science. Edited by Paul P. Maglio - Cheryl A. Kieliszewski - James C. Spohrer. New York ;: Springer, 2010, xxvii, 758. ISBN 9781441916273. info
  • Service science, management and engineering : education for the 21st century. Edited by Bill Hefley - Wendy Murphy. New York: Springer, 2008, xxvi, 384. ISBN 9780387765785. info
Teaching methods
Presentations + case studies
Assessment methods
Case study & project work (12hrs of group work inc. a final presentation) Course requires to apply theoretical concepts learned during the lessons to investigate social and economic sectors of our society. Students will identify a firm to analyze in order to explain in which ways firm’s strategies and behaviors endow principles of service and system thinking. Therefore, project work will require to students to verify in which way service and system thinking can support a better understanding and evaluation of social and economic problems.
Language of instruction
English
Further Comments
Study Materials
The course is taught only once.
  • Enrolment Statistics (recent)
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