SSME-PT Service Meeting "Aprender Serviços" - João Falcão e Cunha - FEUP
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This document summarizes a presentation about the increasing role of technology in services and the need for multidisciplinary competences to manage technology-enabled service systems. It introduces the Master in Service Engineering and Management program at the University of Porto which aims to develop these competences. It also discusses a related conference, CESG, and projects like DELLIISS and EMISS that explore service science concepts like LEIPE which stands for Leadership, Execution, Information, Persistence, and Emotion. The conclusion is that engineers now need a solid understanding of both technology and human needs to influence life through technology-enabled services.
SSME-PT Service Meeting "Aprender Serviços" - João Falcão e Cunha - FEUP
- 2. A Vision of Service Supported in Engineering and Management1st Service EncounterFEUP ► Porto ► Portugal ► 2010.03.22João Falcão e Cunha** jfcunha@fe.up.pt ►+351-91-254 1104Faculdade de Engenharia da Universidade do Porto
- 3. Lily of the Valley – Convallaria Majalis – © Josef HlasekBoa Tarde!
- 4. 4Porto – PortugalView of Porto riverside
- 5. The School of Engineering
- 8. João Falcão e Cunhajfcunha@fe.up.pt ► +351-91-254 1104
- 9. 9University of Porto - School of Engineering9 Departments
- 10. 10 / 25 graduate / master programs
- 12. 450 lecturers and researchers
- 14. 7000 students (2500 postgraduate)
- 15. Member ofCESAERConference of European Schools for Advanced Engineering Education and Research www.cesaer.org
- 16. Member of ERCIMEuropean Research Consortium on Informatics and Mathematics www.ercim.eu15 Schools60 graduate programs120 master programs100 doctoral programs2200 lecturers and researchers1600 administrative staff27000 students, of which 7500 postgraduateOne of the Top 20 in RI3Ibero-American Ranking of Universities and R&D Institutes http://investigacion.universia.netOne of the Top 500 in the Shanghai Jiao Tong Univ. Ranking of Universities
- 17. 10ContentsIntroductionTechnology and ServicesMESGCESG and EMISSConclusions
- 19. 12The increasing infusion of technology in servicesTechnology 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)
- 20. Technology and Service ---Engineering ---Management
- 21. 14Service System EvolutionArchitectureMarketingDesignEngineering… ... …Goals &“Soft” GoalsFunctional &Non-Functional RequirementsCreativity & InnovationPrograms, Systems, … , Services
- 22. 15The need for multidisciplinary competencesUnderstanding the innovative Technologies now required for service provisionManagement of the service system CDIO process (Conceive, Design, Implement, and Operate)Understanding the functional and non-functional or experience requirements of People.
- 23. Using technology in a traditional area …
- 25. MESG – The Master inService Engineering and Management
- 26. 19FEUP educational experienceMost graduates end up working in service organizations, in areas such as logistics, quality, information systems, project management, requirements engineering or user interface specification.
- 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.Proposed in 2006, DecemberStarted in 2007, Septemberwww.fe.up.pt/mesgEnglish (and Portuguese…)* Mestrado em Engenharia de Serviços e Gestão
- 28. 21MESG Timeline
- 29. CESG – The Congress for Service Engineering and Management
- 33. Visions
- 34. 27DELLIISS and EMISSThe DELLIISS project has been funded with support from The European Commission.
- 35. IBM – Jim Spohrer 2009
- 37. 30ConclusionsThe 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.
- 38. Camellia japonica L. – © Sofia NóvoaObrigado pela atenção!