Enterprise Management

Code:

ESG0001

Acronym:

GE

Keywords
Classification	Keyword
OFICIAL	Economics

Instance: 2009/2010 - 1S

Active?	Yes
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	34	Syllabus since 2007/08	1	-	6	42	162

Teaching language

Portuguese

Objectives

It is intended to put students in contact with the main concepts of management, providing them with an integrated view of processes and the different areas of management. In this sense, it addresses the process of management, the main functional areas, and strategic management as an area integrator.
The course unit has a theoretical and practical nature, combining the theoretical basis for its application to the study of cases of companies and the carrying out of work.

Program

1. FUNDAMENTAL CONCEPTS OF SERVICE MANAGEMENT
1.1. The management and the role of manager
1.2. The evolution of management
1.3 The emergence of service economy
1.4 The nature of services and their distinctive aspects
2. STRATEGIC MANAGEMENT OF SERVICES
2.1. Strategic management and competitiveness
2.2. The process of strategies development
2.3. Competitive strategies
3. SERVICE MANAGEMENT
3.1. Development of new services
3.2 Services technology
3.3 Services quality
3.4 Process improvement
3. 5 Service encounter

Mandatory literature

• Fitzimmons, James A. and Fitzimmons, Mona J; Service Management: Operations, Strategy, Information Technology, McGraw-Hill, 2007. ISBN: 978-007-126346
Hitt, Michael A.; Strategic management. ISBN: 0-324-22713-2

Complementary Bibliography

Lovelock, Christopher; Services Marketing. ISBN: 0-13-187552-3

Teaching methods and learning activities

This course unit is based on theoretical-practical classes, which comprise the presentation of concepts and discussion of articles and case studies.
Students will have to carry out a group assignments, which will be focused on the use of technological services in the strategic management and in the development of competitive advantages of a company.
Students should be able to show their skills in the use of concepts and tools referred in class applied to a company.

Evaluation Type

Distributed evaluation with final exam

Assessment Components

Description	Type	Time (hours)	Weight (%)	End date
Attendance (estimated)	Participação presencial	39,00
	Total:	-	0,00

Eligibility for exams

Students have to carry out a practical assignment, which is worth 40% of the final grade.

Calculation formula of final grade

final grade= 0.40*continuous assessment grade + 0.6*grade of the exam
Students have to reach a minimum grade of 37.5% in each of the assessment components.

Special assessment (TE, DA, ...)

Students with special status who cannot attend classes, have to:
1. carry out an assignment defined by the professors;
2. attend an oral exam about the theme of the assignment or other themes which professors deem necessary.

Classification improvement

Students may improve the grade of the final exam (according to the general evaluation rules of FEUP).