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Zürcher Hochschule für Angewandte Wissenschaften
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n.BA.FM.SPM.16HS (Service and Process Management)
Module: Service and Process Management
This information was generated on: 28 September 2023
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