English   Danish

2017/2018  KAN-CSSMO1604U  Organising Business Models in Service Firms

English Title
Organising Business Models in Service Firms

Course information

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
  • Mogens Bjerre - Department of Marketing (Marketing)
Main academic disciplines
  • CSR and sustainability
  • Organization
  • Service management
Last updated on 26-06-2017

Relevant links

Learning objectives
To achieve the grade 12, students should meet the following learning objectives with no or only minor mistakes or errors:
  • To explain the concept of mutual value creation
  • To distinguish between different business models, and apply the framework to concrete case(s) – including how to benefit from internationalisation
  • To discuss how organisational structure can support service delivery, and benefitting from the concepts of CSR & sustainability, and the triple bottom line
Organising Business Models 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
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 external examiner
Exam period Winter
Make-up exam/re-exam
Same examination form as the ordinary exam
If a student is ill during the regular oral exam, he/she will be able to re-use the project at the make-up exam. If a student is ill during the writing of the project and did not contribute to the project, the make-up exam can be written individually or in groups (provided that other students are taking the make-up/re-exam). If the student did not pass the regular exam, he/she must make a new revised project (confer advice from the examiner) and hand it in on a new deadline specified by the secretariat
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

Designing the service organisation and its structure and processes relies on the strategy and management of the organisation. The business model canvas provides a framework for analysis and how to set the business up. Service Profit Chain perspectives on organisational structure and processes are utilised.

Introducing the Ownership Quotient principles. Key objectives are:


  • Business model(s)

  • Organisational structure to support service delivery

  • Empowerment and employee ownership

  • Service delivery processes -analysing and designing

  • Training and recruitment, utilising multi-cultural settings

  • Matching customers and processes

  • CSR & sustainability, and the triple bottom line

  • How can recruitment and training impact service delivery – outcome and processes.

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 to students is carried out during classes, as part of the facilitator feedback on student presentation
Student workload
Course activities (including preparation) 170 hours
Exam (including exam preparation) 36 hours
Last updated on 26-06-2017