Training course in Service Engineering

Transcription

1 Training course in Service Engineering

2 The importance of the service sector The importance of the service sector in the global economy has increased significantly in recent years. Services make up about 70% of aggregate production and employment within the countries belonging to the OECD.* The increasing competitiveness in the service sector urges service providers to stay at the forefront of the race to meet the market needs and requirements, in order to offer innovative services. However, given the intangible nature of services, their innovation process is difficult to understand. This lack of understanding partly accounts for the fact that even when many companies can make improvements in their service portfolio, very few are able to develop innovative services that meet the changing needs of today's market or even better, services that successfully develop new markets. 1 A. Wölfl, The Service Economy in OECD Countries, working paper 2005/3, OECD Directorate for Science, Technology and Industry, Feb. 11, ** Image: **

3 What is Service Engineering? The rapid growth of the Service Engineering is related to the explosive growth of the service economy and the need for innovation in this sector. Consequently, there is a great demand for research, education and training in this discipline. Many companies still face the problem that their structures and processes are not designed for an efficient development and market positioning of new services. Often, many of these difficulties arise because the services offered by the companies are not clearly defined, since there is no precise description of the relevant processes and the necessary resources. Service engineering analyzes with an engineering approach the processes related to providing quality services and encouraging constant innovation under the idea that there is always a better way of being and doing. Service engineering is an approach oriented to improve and innovate these processes so that the company can provide differentiated services to achieve substantial and sustainable competitive advantages. 2

4 Graduate course in Service Engineering Taking into consideration the rapidly evolving demands of today s markets, the Service Innovation Lab (Joint Venture of the University of Leipzig and CONOSCOPE GmbH), has created a program that provides guidelines for aligning enterprise services, from its strategic planning and operations, to the activities of the efficient management of customer information, in order to make them sustainable and significantly competitive for the market. 3 Program Objective To assist participants develop the skills needed to manage innovation projects, optimization of business processes within service companies and to offer differentiated services, that are efficient for the company.

5 Target Group This program has been designed for entrepreneurs, professionals and executives responsible for innovation projects and optimization of processes within service companies, as well as those involved with the operation and management of customer information. The program seeks to prepare entrepreneurs and professionals to: Streamline and optimize "back office operations and processes in services. Develop innovative projects that meet market needs. Use ideal methods for the efficient management of customer information. Apply management and leadership tools in service businesses. 4

6 5 Study Plan Module 1 Module 2 PROCESS OPTIMIZATION SERVICES - 30 hours INNOVATION IN SERVICE- 30 hours Objective Provide tools to optimize processes that allow companies to be more efficient and thus serve a particular standard of quality at a lower price, with an orientation of both efficiency and customer satisfaction. Objective Train participants in the culture of creativity and innovation development with the goal of providing quality customer services, fostering constant innovation, under the idea that there is always a better way of being and doing. Content Management of service delivery process Process modeling Production cost management services Service automation Reducing failures in service delivery processes Content Innovation in service and its importance in the company s performance Tools for developing new ideas for innovative services Creating new business models for services Developing a culture of innovation in service companies Cooperation of customers in innovation processes

7 Study Plan Module 3 Module 4 DATA MANAGEMENT: EFFICIENT SERVICE INFORMATION MANAGEMENT - 30 hours INDIVIDUAL COACHING SESSIONS - 30 hours 6 Objective Introduce available technological tools for the management of customer information. Develop strategies to retain current customers and attract potential customers through the efficient use of the information analyzed with these technologies. Objective Through the coaching sessions, participants would be guided to implement methods and use tools learned in the previous modules. The participants will be offered the opportunity to present an innovation project of their own company or institution, applying the techniques and methods taught at the seminar in innovation management. Content Support systems and technology for data management and customer information. Developing a CRM plan based on the efficient management of customer information. Tools and Methods for aligning the CRM plan with promotional strategies.

8 Trainers Prof. Dr. Utz Dornberger is the Director of the International SEPT Program (SME Promotion and Training) from the University of Leipzig. His academic and professional focus lies primarily in innovation management in SMEs, innovation policies, promotion of entrepreneurship and internationalization processes. Currently, he is also the Director of the Service Innovation Laboratory of the University of Leipzig and a partner of Conoscope GmbH, specializing in the fields of management of innovation, access to technology and internationalization consulting. His international experience in consultancy, coaching and education in private, institutional and government sectors covers five continents and over 35 countries. 7 Alfredo Suvelza, MBA, is a consultant in innovation management and development of SMEs. After studying Commercial Engineering, he completed an MBA program in SMEs Development in Germany. Alfredo brings a lot of experience gained working with governmental and nongovernmental institutions and international aid agencies, as an entrepreneur in different sectors of the private economy, a consultant and teacher. He currently leads the project INNOWAYS GmbH and is a member of the professional International SEPT Program teaching team at the University of Leipzig, Germany. Rafaela Bueckmann Diegoli, MBA, is currently director of the Career Development Degree in Entrepreneurship and Business Technological Institute of Superior Studies of Monterrey, Queretaro Campus, Mexico. She has since 1998 worked with issues related to the development of entrepreneurs, as a consultant, teaching courses and seminars, as well as supporting business incubators. Additionally, Ms. Bueckmann Diegoli has over 7 years of experience in the private sector.

9 General Information Place The Diploma is usually organized with a local partner, who provides the facilities. We can also offer inhouse seminars for specific customers. Language of instruction The language of instruction of the Diploma is English. Certificate A certificate will be awarded by the University of Leipzig and Conoscope GmbH. 8

10 9 The Service Innovation Lab The Service Innovation Lab (SIL) is a joint venture of the International SEPT Program of the University of Leipzig and CONOSCOPE GmbH. Our goal is to support and professionalise the development and systematic optimization of services through scientifically based and sound concepts of service engineering. As a consulting partner we assist and support innovation projects through all stages of the service development, from requirements analysis, idea generation and modelling services to the implementation of product and market testing. Our range of support services is divided into two areas: - Service Development - Service Optimisation

11 The Partners of the Service Innovation Lab The International SEPT Program is a training and research program of the University of Leipzig, which focuses on research and promotion of small and medium-sized enterprises (SMEs) as well as in the implementation of training programs for professionals and executives. SEPT now has over twelve years of experience in this field. The core training offer of SEPT is a Masters in Business Administration in Small and Medium sized Enterprise Promotion and Training. In addition, SEPT offers a variety of training programs in the management of SMEs and is engaged in the study of internationalisation and innovation processes in SMEs. The improvement of SME international competitiveness and its integration into global economic cycles are treated. More Information: CONOSCOPE is a consulting and research institution with offices in Leipzig and Essen. It was founded in 2010 by INNOWAYS GmbH, CONTOUR 21 GmbH and Inomic GmbH. The companies each have more than 10 years experience in their respective fields and share the same roots as spinoffs of the University of Leipzig and in the subject area of innovation management. The main activities engaged in are the methods and data-based analysis of the market and the requirements to companies and institutions. CONOSCOPE support the development of targeted and sustainable strategies and their operational implementation within the company, for example, in coaching staff through independent implementation or by an interim management. More Information : 10

12 Contact Coordinator: Peter Sommer Tel: Director: Prof. Dr. Utz Dornberger Universität Leipzig International SEPT Program Beethovenstr Leipzig Germany Web: