Gestão de Empresas

Código:

ESG0001

Sigla:

GE

Áreas Científicas
Classificação	Área Científica
OFICIAL	Economia

Ocorrência: 2012/2013 - 1S

Ativa?	Sim
Unidade Responsável:	Departamento de Engenharia e Gestão Industrial
Curso/CE Responsável:	Mestrado em Engenharia de Serviços e Gestão

Ciclos de Estudo/Cursos

Sigla	Nº de Estudantes	Plano de Estudos	Anos Curriculares	Créditos UCN	Créditos ECTS	Horas de Contacto	Horas Totais
MESG	43	Plano de estudos oficial a partir de 2007/08	1	-	6	56	162

Língua de trabalho

Português - Suitable for English-speaking students

Objetivos

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. The course has the following objectives:
1. Develop skills in the use of a set concepts, methods and tools for Service Management.
2. Enhance the knowledge of the different functional areas of Service Management, and how they interrelate each other with the company's overall strategy.
3. Develop skills to coordinate multiple interdisciplinary tasks, integrating the different areas of Service Management, in order to achieve common goals.
4. Understand and explore how information technology can be an enhancer on Service Management and value co-creation.
5. Improve teamwork skills.
6. Develop capabilities for applying service management methods and tools in the analysis of firms and identify potential improvements.
7. Develop capabilities for applying service management methods and tools in the analysis of case studies.

Programa

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
3.6. Service recovery

Bibliografia Obrigatória

James A. Fitzsimmons and J. Fitzsimmons; Service Management: Operations, Strategy, Information Technology, 7ed, McGraw-Hill, 2011. ISBN: 0073403350
Hitt, Michael A.; Strategic management. ISBN: 0-324-22713-2
Lovelock, Christopher; Services Marketing. ISBN: 0-13-187552-3

Bibliografia Complementar

Valarie Zeithaml, Mary Jo Bitner, Dwayne Gremler; Services Marketing: Integrating Customer Focus Across the Firm, McGraw-Hill, 2012. ISBN: 9780071086967
Robert M. Grant; Contemporary strategy analysis. ISBN: 978-0-470-74709-4

Métodos de ensino e atividades de aprendizagem

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.

Tipo de avaliação

Avaliação distribuída com exame final

Componentes de Avaliação

Descrição	Tipo	Tempo (Horas)	Peso (%)	Data Conclusão
Participação presencial (estimativa)	Participação presencial	39,00
Trabalho prático	Trabalho escrito	61,00
Exame	Exame	2,00
	Total:	-	0,00

Componentes de Ocupação

Descrição	Tipo	Tempo (Horas)	Data Conclusão
Estudo da matéria leccionada	Estudo autónomo	60
	Total:	60,00

Obtenção de frequência

The continuous assessment will be obtained by the realization of a practical group assignment concerning the value creation strategies through the use of information technologies in services applied to a service company, which is worth 40% of the final grade, with the following distribution:
1. Intermediary oral presentation and brief report delivery (10% of final grade)
2. Final oral presentation and final report delivery (30% of final grade)

Fórmula de cálculo da classificação final

final grade= 0.10*(continuous assessment grade part 1) + 0.30*(continuous assessment grade part 2) + 0.6*exam grade)

The classification of the individual continuous assessment of each element of the working group may vary between -2 and +2 values according to the results of the inner work group assessment.

The final individual classification may be adjusted by a premium for students which participate in the optional FEUP management challenge - up to a maximum value of 1 to a maximum of 20 marks the final classification.

Students have to reach a minimum grade of 37.5% in each of the assessment components.

Avaliação especial (TE, DA, ...)

Students with special status who cannot attend classes, have to:
1. Carry out an assignment defined by the professor;
2. Attend an oral exam about the theme of the assignment or other themes which the professor deem necessary.
3. Although the frequency of all classes is not mandatory, attendance of the practical classes in both times of oral presentation and discussion of the evaluation components is mandatory, even for students with special status.
4. The students should talk to the professor in the beginning of the year to discuss the assignment plan.

Melhoria de classificação

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