2017/2018
KAN-CSSMO1603U Economic Performance Management in
Service Firms
| English Title |
| Economic Performance Management in
Service Firms |
|
|
| Language |
English |
| Course ECTS |
7.5 ECTS |
| Type |
Mandatory |
| Level |
Full Degree Master |
| Duration |
One Quarter |
| Start time of the course |
Second Quarter, Autumn |
| Timetable |
Course schedule will be posted at
calendar.cbs.dk |
| Study board |
Study Board for MSc in Social Sciences
|
| Course
coordinator |
- Peter Skærbæk - Department of Accounting and Auditing
(AA)
|
| Main academic
disciplines |
- Managerial economics
- Accounting
- Service management
|
|
Last updated on
25-08-2017
|
| Learning objectives |
To achieve the grade 12, students should meet the
following learning objectives with no or only minor mistakes or
errors:
- Relate consequences of chosen strategy/ies to performance
measures
- To assess what data are relevant
- To combine budget, activities and performance management
- To discuss the linkages and differences between efficiency and
effectiveness
- Discuss the capacity utilization principles, and identify and
choose relevant KPI’s
- Assess and discuss how to communicate and follow up on
performance measures
|
| Examination |
|
Economic
Performance Management in Service Firms:
|
| Exam
ECTS |
7,5 |
| Examination form |
Oral exam based on written product
In order to participate in the oral exam, the written product
must be handed in before the oral exam; by the set deadline. The
grade is based on an overall assessment of the written product and
the individual oral performance. |
| Individual or group exam |
Oral group exam based on written group
product |
| Number of people in the group |
2-5 |
| Size of written product |
Max. 5 pages |
| Assignment type |
Synopsis |
| Duration |
Written product to be submitted on specified date and
time.
15 min. per student, including examiners' discussion of grade,
and informing plus explaining the grade |
| Preparation time |
No preparation |
| Grading scale |
7-step scale |
| Examiner(s) |
Internal examiner and second internal
examiner |
| Exam period |
Winter |
| Make-up exam/re-exam |
Same examination form as the ordinary exam
If a student participated in writing
the synopsis, but was sick at the time of the oral examination, the
re-examination will be based on a resubmission of the original
synopsis.
If a student participated in writing the synopsis, but did not pass
the oral examination, the student can choose either to resubmit the
original synopsis or to write a new, individual essay within a
specified time period. Size of the synopsis: 5
pages.
|
Description of the exam
procedure
Duration oral exam:
2 persons group: 30 min
3 persons group: 45 min
4-5 persons group: 60
min
|
|
| Course content and structure |
|
In this second quarter course our focus is value creation &
performance management in service firms – in the light of the
chosen strategy of the organization. Empirical data are at the
heart of evaluating., how is the organization performing and how to
understand the economic principle of a service organisation? Key
objectives are:
-
The performance management diamond – from strategy to
performance management
-
To understand what data are relevant
-
Discuss different measure models
-
To discuss the capacity utilisation principles
-
Identify and choose relevant KPI’s in customer journey
-
Linking performance measure to strategy
-
Communication and reporting performance
measures
|
| Teaching methods |
| The course is taught through a combination of
lectures, seminars and case-studies. Thorough preparation and
in-class participation is expected |
| Feedback during the teaching period |
| Feedback is given on students' engagements in
classes, in local exercises and office hours if
applicable. |
| Student workload |
| Course activities (including preparation) |
170 hours |
| Exam (including exam preparation) |
36 hours |
|
Last updated on
25-08-2017
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