From SSKE

FEUP MESG - Services Engineering and Management

Enterprise Management

Objectives, Skills and Learning Outcomes

It is intended to put students in contact with the main concepts of management, providing them with an integrated view of processes and the different areas of management. In this sense, it addresses the process of management, the main functional areas, and strategic management as an area integrator.
The course unit has a theoretical  and practical nature, combining the theoretical basis for its application to the study of cases of companies and the carrying out of work.

Program

1. FUNDAMENTAL CONCEPTS OF SERVICE MANAGEMENT
1.1. The management and the role of manager
1.2. The evolution of management
1.3  The emergence of service economy
1.4  The nature of services and their distinctive aspects
2. STRATEGIC MANAGEMENT OF SERVICES
2.1. Strategic management and competitiveness
2.2. The process of strategies development
2.3. Competitive strategies
3. SERVICE MANAGEMENT
3.1. Development of new services
3.2 Services technology
3.3 Services quality
3.4 Process improvement
3. 5 Service encounter
3.6. Service recovery

Visit the MESG Enterprise Management Course.