New Service Development and Design

Code:

ESG0019

Acronym:

DDS

Keywords
Classification	Keyword
OFICIAL	Engineering
OFICIAL	Economics

Instance: 2014/2015 - 1S

Active?	Yes
Web Page:	http://moodle.up.pt/course/view.php?id=2766
Responsible unit:	Department of Industrial Engineering and Management
Course/CS Responsible:	Master in Services Engineering and Management

Cycles of Study/Courses

Acronym	No. of Students	Study Plan	Curricular Years	Credits UCN	Credits ECTS	Contact hours	Total Time
MESG	33	Syllabus since 2007/08	2	-	6	56	162

Teaching language

Suitable for English-speaking students

Objectives

The course aims at providing and developing competences on the different new service development and design methodologies, integrating a robust theoretical ground, based on the discussion of state of the art methods cases, with its application to a new service development project.

Learning outcomes and competences

The course is intended to provide you with the following benefits: 1. Competence with a set of tools and methods for new service design and development. 2. Create confidence in your own ability to create a new service /product service. 3. Raise awareness of the role of the customer and multiple functions/stakeholders in creating a new product 4. Develop the ability to coordinate multiple, interdisciplinary tasks, in order to achieve a common objective. 5. Consolidate knowledge from other courses through practice in a project of design of a New Service . 6. Enhance team working skills. 7. Define and organize a product/service development process in the enterprise. 9. Study and become familiar with the use of different tools and techniques to develop systematically and methodically innovative service/products giving careful thought to the role to be played by the various functional areas of the company, both during the development phase an also on commercial launch and after sales servicing . 10. Align the product/service development process with the strategic goals of the company.

Working method

Presencial

Program

1. The new service development process

2. Planning the new service development process

3. Involving customers in new service development 3.1. Qualitative methods: interviews and ethnography 3.2. Quantitative methods: survey research. 3.3. Participatory design 

4. Specifying and modeling the user context and needs

5. Generating and selecting new service concepts 5.1. Designing the service concept. 5.2. Designing the Service System 5.3. Designing the service encounters with the Service Experience Blueprinting

6. Prototyping new services 6.1. Service Experience Prototyping 6.2. New service prototype testing

Mandatory literature

• Edvardsson, Bo, Anders Gustafsson, Michael D. Johnson e Bodil Sandén; New Service Development and Design in the New Economy, Studentlitteratur, 2000. ISBN: 91-44-01559-3
Ulrich, Karl T.; Product design and development. ISBN: 007-123273-7

Teaching methods and learning activities

Classes will be organized around a new service development team project. Classes will comprise the following components: • Lectures on new service development concepts and methodologies. • Discussion of articles that students will previously read and summarize in one page report. • Project follow-up and discussion • Intermediary and final presentations of new service development project

Evaluation Type

Distributed evaluation without final exam

Assessment Components

Designation	Weight (%)
Participação presencial	50,00
Trabalho escrito	50,00
Total:	100,00

Amount of time allocated to each course unit

Designation	Time (hours)
Elaboração de projeto	30,00
Estudo autónomo	20,00
Frequência das aulas	56,00
Total:	106,00

Calculation formula of final grade

One page report and in class discussion of articles - 30% (4 articles) +  case study analysis and discussion (10%) + User context and customer needs study and models – 10% + Concept development and service design – 10% + Final presentation and report – 40%