Economia e Management | SERVICE AND PROJECT MANAGEMENT

cod. 0212700154

SERVICE AND PROJECT MANAGEMENT

	0212700154
	DEPARTMENT OF MANAGEMENT & INNOVATION SYSTEMS
	EQF6
	BUSINESS MANAGEMENT
	2021/2022

CURRICULUM MANAGEMENT AND COMPUTER SCIENCE

	YEAR OF COURSE 2
	YEAR OF DIDACTIC SYSTEM 2014
	SPRING SEMESTER

TEACHING UNITS

	SSD	CFU	HOURS	ACTIVITY	TYPE OF ACTIVITY
	SECS-P/08	10	60	LESSONS	COMPULSORY SUBJECTS, CHARACTERISTIC OF THE CLASS

	Objectives
	THE COURSE AIMS TO TRANSMIT KNOWLEDGE RELATING TO THE PROBLEMS THAT ARISE WITHIN A PROJECT, AS WELL AS PROVIDE THE ABILITY TO UNDERSTAND AND USE PROJECT MANAGEMENT STRATEGIES AND TECHNIQUES, THE ABILITY TO IDENTIFY CRITICAL RESOURCES TO BE PUT IN PLACE FOR EFFECTIVE IMPLEMENTATION OF THE PROJECT, ABILITY TO IMPROVE PROJECT TIMES, COSTS AND QUALITY AND FINALLY PRODUCTION OF ONE'S OWN PROJECT PROPOSAL. THE COURSE AIMS TO STRENGTHEN STUDENTS' ABILITIES RELATING TO THE STRATEGIC ASPECTS AND ACTIVITIES OF COMPLEX BUSINESS ORGANIZATIONS AND TO OUTLINE PROJECTS AND ACTION PLANS SUITABLE FOR ADDRESSING THE ELEMENTS OF BUSINESS COMPLEXITY. THE TEACHING OF PROJECT MANAGEMENT ALSO AIMS TO FACILITATE THE ABILITY TO ANALYZE, UNDERSTAND AND RESOLVE THE MAIN STRATEGIC ISSUES RELATING TO ENTREPRENEURIAL ACTIVITIES THROUGH THE USE OF PROJECT MANAGEMENT STRATEGIES. THE ACQUIRED KNOWLEDGE WILL BE USEFUL TO OPERATE IN BUSINESS ORGANIZATIONS COVERING ROLES OF PROJECT MANAGER OR TO CARRY OUT CONSULTANCY ACTIVITIES USEFUL TO SUPPORT COMPANIES IN THE DEVELOPMENT AND MANAGEMENT OF PROJECTS.

THE COURSE AIMS TO TRANSMIT KNOWLEDGE RELATING TO THE PROBLEMS THAT ARISE WITHIN A PROJECT, AS WELL AS PROVIDE THE ABILITY TO UNDERSTAND AND USE PROJECT MANAGEMENT STRATEGIES AND TECHNIQUES, THE ABILITY TO IDENTIFY CRITICAL RESOURCES TO BE PUT IN PLACE FOR EFFECTIVE IMPLEMENTATION OF THE PROJECT, ABILITY TO IMPROVE PROJECT TIMES, COSTS AND QUALITY AND FINALLY PRODUCTION OF ONE'S OWN PROJECT PROPOSAL.
THE COURSE AIMS TO STRENGTHEN STUDENTS' ABILITIES RELATING TO THE STRATEGIC ASPECTS AND ACTIVITIES OF COMPLEX BUSINESS ORGANIZATIONS AND TO OUTLINE PROJECTS AND ACTION PLANS SUITABLE FOR ADDRESSING THE ELEMENTS OF BUSINESS COMPLEXITY. THE TEACHING OF PROJECT MANAGEMENT ALSO AIMS TO FACILITATE THE ABILITY TO ANALYZE, UNDERSTAND AND RESOLVE THE MAIN STRATEGIC ISSUES RELATING TO ENTREPRENEURIAL ACTIVITIES THROUGH THE USE OF PROJECT MANAGEMENT STRATEGIES. THE ACQUIRED KNOWLEDGE WILL BE USEFUL TO OPERATE IN BUSINESS ORGANIZATIONS COVERING ROLES OF PROJECT MANAGER OR TO CARRY OUT CONSULTANCY ACTIVITIES USEFUL TO SUPPORT COMPANIES IN THE DEVELOPMENT AND MANAGEMENT OF PROJECTS.

	Prerequisites
	NONE

	Contents
	THE COURSE WILL BE DIVIDED INTO THREE MODULES. IN THE FIRST, LASTING 20 HOURS, THE FOLLOWING TOPICS WILL BE EXPLORED: • SYSTEMIC APPROACH AND NETWORK METAPHOR (4 HOURS) • THE SERVICE DELIVERY PROCESS (4 HOURS) • LEVERS OF THE COMPETITIVE ADVANTAGE OF SERVICE (4 HOURS) • ETHICAL PROBLEMS IN THE NETWORK BUSINESS MODEL (4 HOURS) • DEFINITION OF THE SATISFACTION OF THE ACTORS INVOLVED IN THE PROCESS (4 HOURS) IN THE SECOND, LASTING 20 HOURS, THE FOLLOWING TOPICS WILL BE EXPLORED: • SERVICE RESEARCH AND THE SERVICE DOMINANT LOGIC PARADIGM SHIFT (4 HOURS) • THE NEW CONCEPT OF ACTOR (A2A / A4A) (4 HOURS) • RESOURCES, RESOURCEFULNESS AND RELATIONSHIP MANAGEMENT (4 HOURS) • THE INSTITUTIONS AND THE INSTITUTIONAL ARRANGEMENT (4 HOURS) • SERVICE SYSTEMS AND SMART SERVICE SYSTEMS (4 HOURS) FINALLY, IN THE THIRD MODULE, LASTING 20 HOURS, THE FOLLOWING TOPICS WILL BE STUDIED IN DEPTH: • STREAMLINING OF PROCESSES AND NETWORK ECONOMIES (4 HOURS) • VALUE CO-CREATION AND VALUE STREAM MAPPING (4 HOURS) • CONTINUOUS IMPROVEMENT IN SERVICE ECO-SYSTEMS (4 HOURS) • MEASUREMENT OF SERVICE QUALITY (4 HOURS) • SIX SIGMA FOR ERROR REDUCTION (4 HOURS)

Contents

THE COURSE WILL BE DIVIDED INTO THREE MODULES.
IN THE FIRST, LASTING 20 HOURS, THE FOLLOWING TOPICS WILL BE EXPLORED:
• SYSTEMIC APPROACH AND NETWORK METAPHOR (4 HOURS)
• THE SERVICE DELIVERY PROCESS (4 HOURS)
• LEVERS OF THE COMPETITIVE ADVANTAGE OF SERVICE (4 HOURS)
• ETHICAL PROBLEMS IN THE NETWORK BUSINESS MODEL (4 HOURS)
• DEFINITION OF THE SATISFACTION OF THE ACTORS INVOLVED IN THE PROCESS (4 HOURS)

IN THE SECOND, LASTING 20 HOURS, THE FOLLOWING TOPICS WILL BE EXPLORED:
• SERVICE RESEARCH AND THE SERVICE DOMINANT LOGIC PARADIGM SHIFT (4 HOURS)
• THE NEW CONCEPT OF ACTOR (A2A / A4A) (4 HOURS)
• RESOURCES, RESOURCEFULNESS AND RELATIONSHIP MANAGEMENT (4 HOURS)
• THE INSTITUTIONS AND THE INSTITUTIONAL ARRANGEMENT (4 HOURS)
• SERVICE SYSTEMS AND SMART SERVICE SYSTEMS (4 HOURS)

FINALLY, IN THE THIRD MODULE, LASTING 20 HOURS, THE FOLLOWING TOPICS WILL BE STUDIED IN DEPTH:
• STREAMLINING OF PROCESSES AND NETWORK ECONOMIES (4 HOURS)
• VALUE CO-CREATION AND VALUE STREAM MAPPING (4 HOURS)
• CONTINUOUS IMPROVEMENT IN SERVICE ECO-SYSTEMS (4 HOURS)
• MEASUREMENT OF SERVICE QUALITY (4 HOURS)
• SIX SIGMA FOR ERROR REDUCTION (4 HOURS)

	Teaching Methods
	THE COURSE IS FORMED BY 60H OF FRONTAL AND PARTICIPATORY LESSONS (INCLUDING TESTIMONIALS FROM INDUSTRY, NON PROFIT AND PUBLIC SECTOR REPRESENTATIVES).

	Verification of learning
	THE FINAL EVALUATION WILL BE THE AVERAGE OF SCORES ACHIEVED IN PROJECT WORK AND ORAL EXAM. THE ORAL INTERVIEW WITH THE STUDENT WILL FOCUS ON THE COURSE TOPICS AND HIS/HER UNDERSTANDING. THE RANGE OF POSITIVE OUTCOMES IS FROM 18 TO 30. THE MINIMUM (18), WHEN THE LEARNER PRESENTS A FRAGMENTARY KNOWLEDGE OF THE THEORETICAL CONTENTS OF THE COURSE AND A POOR ABILITY TO CONTEXTUALIZE THEM. THE MAXIMUM (30) IS ASSIGNED WHEN THE STUDENT DEMONSTRATES A COMPLETE KNOWLEDGE OF THE THEORETICAL CONTENTS AND THE ABILITY TO OPERATE AUTONOMOUSLY THE CONCEPTUAL LINKS BETWEEN THEM. PRAISE IS GIVEN WHEN THE LEARNER DEMONSTRATES SIGNIFICANT MASTERY OF THE THEORETICAL CONTENT, ABILITY TO ARGUE WITH ADEQUATE LANGUAGE PROPERTIES AND THE ABILITY TO CONTEXTUALIZE THEM EVEN IN DIFFERENT CONTEXTS FROM THOSE PROPOSED BY THE TEACHER.

Verification of learning

THE FINAL EVALUATION WILL BE THE AVERAGE OF SCORES ACHIEVED IN PROJECT WORK AND ORAL EXAM. THE ORAL INTERVIEW WITH THE STUDENT WILL FOCUS ON THE COURSE TOPICS AND HIS/HER UNDERSTANDING. THE RANGE OF POSITIVE OUTCOMES IS FROM 18 TO 30.
THE MINIMUM (18), WHEN THE LEARNER PRESENTS A FRAGMENTARY KNOWLEDGE OF THE THEORETICAL CONTENTS OF THE COURSE AND A POOR ABILITY TO CONTEXTUALIZE THEM.
THE MAXIMUM (30) IS ASSIGNED WHEN THE STUDENT DEMONSTRATES A COMPLETE KNOWLEDGE OF THE THEORETICAL CONTENTS AND THE ABILITY TO OPERATE AUTONOMOUSLY THE CONCEPTUAL LINKS BETWEEN THEM.
PRAISE IS GIVEN WHEN THE LEARNER DEMONSTRATES SIGNIFICANT MASTERY OF THE THEORETICAL CONTENT, ABILITY TO ARGUE WITH ADEQUATE LANGUAGE PROPERTIES AND THE ABILITY TO CONTEXTUALIZE THEM EVEN IN DIFFERENT CONTEXTS FROM THOSE PROPOSED BY THE TEACHER.

	Texts
	"SERVICE-DOMINANT LOGIC. PREMESSE, PROSPETTIVE, POSSIBILITA'", LUSCH R.F., VARGO S.L., MELE C., POLESE F., ED: WOLTERS KLUWER, 2017. SLIDES AND OTHER MATERIALS WILL BE AVAILABLE DURING THE LESSONS.

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