n.BA.FM.SPM.16HS (Service and Process Management) 
Module: Service and Process Management
This information was generated on: 27 April 2024
No.
n.BA.FM.SPM.16HS
Title
Service and Process Management
Managed by
Daniel von Felten
Credits
6

Description

Version: 1.0 start 01 August 2016
Study programme Facility Management
Courses/Weighting
Code Name of course Weighting
n.BA.FM.SeMa1.16HS.V Services Marketing 1 66.66%
n.BA.FM.Prozma.16HS.V Processmanagement 33.33%
     
     
     
     
Status Compulsory module
*Type C Core course/module
Regulations applicable RPO, 29 January 2008, School of Life Sciences and Facility Management Academic Regulations, 15 Dec. 2009, Annex for the Bachelor of Facility Management degree programme
Entrance requirements  
Follow-up modules Service Value Management
Comments  
Telephone +41 (0)58 934 58 30
Email daniel.vonfelten@zhaw.ch

*Type:
C Core course/module
R Related course/module
M Minor course/module
Course: Process Management
No.
n.BA.FM.Prozma.16HS.V
Title
Process Management
Managed by
Daniel von Felten

Description

Version: 1.0 start 01 August 2016
Status Compulsory Course
*Type C Core course/module
Regulations applicable RPO, 29 January 2008, School of Life Sciences and Facility Management Academic Regulations, 15 Dec. 2009, Annex for the Bachelor of Facility Management degree programme
Total workload in lessons
Semester 3. Semester
Lectures 24
Coached selfstudy 26
Autonomous selfstudy 10
Total workload 60
Lecturer(s),
Speaker(s),
Associate(s)		 Daniel von Felten
Learning outcomes and competencies
  • Basic knowledge of process management.
  • Comprehension of facility management processes as support processes to the processes of the core business.
  • Comprehension of the most important process models in facility management and to apply it in principle.
  • Analyse, design and optimise Facility Management processes with selected methods of service design and other methods.
Course content
  • Process management as part of a management model
  • Process management, business reengineering
  • FM-process-models (EN15221, GEFMA, CRB-ProLeMo, ISO)
  • Selected methods of service design and other methods for analysis, design and optimization of FM-processes
Language of instruction German
Expected attendance No
Assessment Written module exam at the end of the semester (100%)

If fewer than 5 students are required to resit the written exam, this can be changed from a written to an oral exam at the request of the lecturer concerned and with the written agreement of the students.(Please advise pruefungsadmin.lsfm@zhaw.ch of any exam modification; a form is available from the Registrar's Office)
Bibliography To be announced
Entrance requirements Wirtschaftswissenschaften 1+2, Erhebungsmethoden
Follow-up courses Service Value Management
Comments -
Telephone +41 (0)58 934 58 30
Email daniel.vonfelten@zhaw.ch

*Type:
C Core course/module
R Related course/module
M Minor course/module
Course: Services Marketing 1
No.
n.BA.FM.SeMa1.16HS.V
Title
Services Marketing 1
Managed by
Christian Coenen

Description

Version: 1.0 start 01 August 2016
Status Compulsory Course
*Type C Core course/module
Regulations applicable RPO, 29 January 2008, School of Life Sciences and Facility Management Academic Regulations, 15 Dec. 2009, Annex for the Bachelor of Facility Management degree programme
Total workload in lessons
Semester 3. Semester
Lectures 40
Coached selfstudy 56
Autonomous selfstudy 24
Total workload 120
Lecturer(s),
Speaker(s),
Associate(s)		 Christian Coenen, Daniel von Felten
Learning outcomes and competencies Basic knowledge in Services Marketing. Skills for designing and managing services in general with respect to services in facility management.
Course content
  • Services - the topic and the features
  • Services in Facility Management
  • Company- / product- and marketing-planning in the service sector
  • Operational Services Marketing:
    -Product
    -Price
    -Promotion
    -Place
    -People
  • Services Quality Management
  • Customer Relationship Management
Language of instruction German
Expected attendance -
Assessment Performance grade (30%) and written module exam at the end of the semester (70%)

If fewer than 5 students are required to resit the written exam, this can be changed from a written to an oral exam at the request of the lecturer concerned and with the written agreement of the students.(Please advise pruefungsadmin.lsfm@zhaw.ch of any exam modification; a form is available from the Registrar's Office)
Bibliography Will be announced in the course.
Entrance requirements -
Follow-up courses -
Comments -
Telephone +41 (0)58 934 56 30
Email christian.coenen@zhaw.ch

*Type:
C Core course/module
R Related course/module
M Minor course/module