2016/2017
KAN-CSSMO1607U Managing (Digital Mode) Service
Delivery
| English Title |
| Managing (Digital Mode) Service
Delivery |
|
|
| Language |
English |
| Course ECTS |
7.5 ECTS |
| Type |
Mandatory |
| Level |
Full Degree Master |
| Duration |
One Quarter |
| Start time of the course |
Fourth Quarter, Spring |
| Timetable |
Course schedule will be posted at
calendar.cbs.dk |
| Study board |
Study Board for MSc of Social Science
|
| Course
coordinator |
- Kim Normann Andersen - Department of IT Management
(ITM)
|
| Main academic
disciplines |
- Information technology
- Innovation
- Service management
|
|
Last updated on
15-12-2016
|
| Learning objectives |
To achieve the grade 12, students should meet the
following learning objectives with no or only minor mistakes or
errors:
- Account for how the use of small as well as big data can
enhance mutual value creation
- analyse and assess how an organization may benefit from the
automation of service delivery processes
- Discuss how commoditisation challenges the business model of a
a service organization, including risks of being exposed to the
service commoditization trap
|
| Examination |
|
Managing
(Digital Mode) Service Delivery:
|
| Exam
ECTS |
7,5 |
| Examination form |
Written sit-in exam |
| Individual or group exam |
Individual exam |
| Assignment type |
Written assignment |
| Duration |
4 hours |
| Grading scale |
7-step scale |
| Examiner(s) |
One internal examiner |
| Exam period |
Summer |
| Aids allowed to bring
to the exam |
Open book: all written and electronic aids,
including internet access:
- Written sit-in-exam on CBS' computers
- Books and compendia brought by the examinee
- Notes in paper format brought by the
examinee
|
| Make-up exam/re-exam |
Same examination form as the ordinary exam
If the number of registered candidates for the make-up
examination/re-take examination warrants that it may most
appropriately be held as an oral examination, the programme office
will inform the students that the make-up examination/re-take
examination will be held as an oral examination
instead.
|
|
| Course content and structure |
|
Alongside the marketing course, this course focuses on the
service delivery process – in a digital perspective – in a
digital mode, using employees and/or combinations of the earlier
mentioned elementsf, and to benefit from internationalization of
the organisation. Providing customers and other stakeholders with
more ways in which to interact with the service organization
Letting customers take control, and understand customer
emotions – progressing from the customer journey
perspective. Introducing the sustainable service organization
as a new perspective on service delivery. Key elements are:
-
E-commerce, automatization and digitalization in
services
-
How to benefit from the ”internet of things” , Big Data and Open
Data
-
Doing it alone, or in a shared delivery concept?
-
Adding value to the customer
-
The service commoditization trap
-
Service delivery IT or strategy based.
|
| Teaching methods |
| Lectures, small group discussions/exercises, and
case studies |
| Student workload |
| Course activities (including preparation) |
170 hours |
| Exam (including exam preparation) |
36 hours |
|
Last updated on
15-12-2016
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