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2018/2019  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
  • Sebastian Zenker - Department of Marketing (Marketing)
Main academic disciplines
  • CSR and sustainability
  • Organization
  • Service management
Teaching methods
  • Face-to-face teaching
Last updated on 25-06-2018

Relevant links

Learning objectives
  • To understand why business models are important, and apply the framework to concrete case(s).
  • To explain the concept of business model innovation through partnerships and understand how the different parts of the models interacts.
  • To discuss how the concepts of CSR & Sustainability and Servitization effects the business model.
  • To master the Value Proposition Design Model, matching services and customers and apply agile and lean start-up methods when developing new services.
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
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.

Key objectives are:


  • Business model(s) with focus on Business Model Generation by A. Ostertwalder.

  • Organisational structure, partnerships and resources to support service delivery.

  • Service delivery processes -analysing and designing using the Value Proposition Design Model.

  • Matching customers and processes/services.

  • CSR & Sustainability, and the triple bottom line.

Introduction to Servitization and how this extended business model is both an opportunity and threat to global corporation.

Description of the 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 25-06-2018