The master program "Service Engineering and Management" responds to the present worldwide demand for service innovation. The scale and complexity of globally dispersed service systems is growing rapidly and the importance of using resources efficiently, effectively and in a sustainable manner is rising, as service activities become an ever greater part of value creation in modern economies. Proportionally, we are paying more for experience, advice, information, assurances, use of infrastructures and leasing, and less on growing, building and owning physical goods.
The main objective of the 2-year interdisciplinary "Service Engineering and Management" master program, derived from this analysis of the demand for multi-facet service innovation, is to provide the following basic components in the education of service professionals, clearly requested by the economy of the 21st century:
- New technologies (i.e. the ability to design, understand and evaluate innovative technologies and processes)
- New interaction modes or services (i.e. understand user and consumer needs and be able to meet requirements and quality expectations)
- New business models (i.e. leadership and management capacity to meet stakeholder interests and the demand for organization flexibility, effectiveness, and accountability)
Thus, general competencies of SEM graduates derive from study and approaches to integrate resources of service systems:
- Business and organizations as a resource (operations management, marketing, industrial marketing, human resource management, communication management, strategy, innovation, financial engineering, value engineering)
- Technology as a resource (systems design, engineering, software metrics, software development, product and software architecture, design)
- People as a resource (psychology, economics, sociology, behavioral sciences, arts, design, innovation, intellectual property)
- Information as a resource (ICT, simulations)
Specific competencies derive from the general ones above defined. The new Master program in Service Engineering and Management (SEM) is still a program to educate professional engineers, i.e. graduates will be prepared to conceive, design, implement and operate (CDIO) complex value-added engineering systems. SEM has a strong emphasis on:
- Understanding the innovative technologies now required for service provision.
- Understanding the functional and the experience requirements of people using services.
- Management of the service CDIO lifecycle process and understand its value.
Specific competencies are provided by three complementary hands-on training modules: ICT (Information and Communication Technologies), PSO (Psychology and Sociology), and OMM (Operations, Management and Marketing); as an integrative force, the specific scope and related competencies include contributions from that map into the four fundamental resource categories (1) – (4) as represented in Table 1.
Presenting an integrated theory of service activities and service systems, as well as practitioner-driven tools, methods and data sets will provide the specific competencies. Some of these tools are used to model government agencies and public sectors, and businesses. Other presented tools and methods were developed for modeling industries as a system of business components with associated key performance indicators (KPIs). Finally, specific competencies come from the development of service-oriented architectures (SOA) for describing information technology "services" that support work and business practices.
The employment options for SEM Master graduates are:
- Service management
- Business ecosystem analysis and modeling
- CDIO of complex value-added engineering systems
- Internal and external consulting for enterprise management
- Strategic business development for enterprise structures, supply chains, and services
- Enterprise modeling and integration