SERVITIZATION AND CUSTOMER EXPERIENCE MANAGEMENT (2 Credits)

Learning Outcomes:

On successful completion of this course, student will be able to: LO1 – explain Explain basic concepts of servitization and customer experience; LO2 – apply Apply concepts of servitization and customer experience in business; LO3 – analyze Analyze issues and address problems in servitization and customer experience.

Topics:

1. Understanding the Barriers That Slow Firms Shifting from Products to Services;
2. Overcoming the Barriers to Service Excellence: Customers;
3. Organizational Structure and Culture (1);
4. Organizational Structure and Culture (2);
5. Knowledge and Information;
6. Products and Activities;
7. Competitors, Suppliers, and Partners (1);
8. Competitors, Suppliers, and Partners (2);
9. Society and Environment;
10. Economic and Finance;
11. Methods and Tools for Overcoming the Barriers to Servitization and Service Excellence;
12. Servitization Summary;
13. Group Project Presentation.