Service Engineering (SE)
Service Engineering offers a systemic insight into service design, engineering, and management. This advanced master’s level course delves deeper into the concepts of service engineering and management, with a specific emphasis on the integration of digitalization and artificial intelligence in the realm of service provision. Within group projects, you will form small project teams to apply your obtained knowledge in case studies, where you’ll receive weekly or bi-weekly scenarios to handle. After completing the course, all participants will be familiar with state-of-the-art service engineering and management approaches and receive all the tools for designing, developing, and managing a service. Furthermore, you will be familiar with performing team-based service design processes. The accompanying exercise will deepen your knowledge on the lecture content and prepares you for the exam.
Overview
The basics include the following topics:
- Advanced Service Engineering
- Digital Transformation of Service Processes
- Service Design with AI Integration
- AI-Powered Customer Interaction and Engagement
- Forecasting and Managing Demand
- Managing Demand and Capacity
- Queuing Models and Capacity Planning
- Data-Driven Decision Making in Services
- Ethical Considerations in AI-Enhanced Services
Organisation
Semester: WiSe 2024/25
Scope: Lecture (2 SWS), Exercise and Group Projects (2 SWS) / Total 6 CP
Exam: The lecture covers a module test consisting of an exam (120 minutes), the final and presentation of the group project. The module grade is composed as follows: 60% exam, 40% mini project. Passing the group project is NOT a mandatory requirement to attend the exam.
Language: English
Moodle: Course page
Lecture
Lecture Starts: 18.10.2024
Time: Fridays, 10:15 – 11:45
Place: 0.07, Building B4 1
Exercise
Exercise: Independent work on group projects, including discussion of the respective project scenarios, as well as topic-specific workshops and additionally exercise sheets
Exercise Starts: 21.10.2024
Time: Mondays, 14:15 – 15:45
Place: 0.07, Building B4 1
Lecturer
Univ.-Prof. Dr.-Ing. Wolfgang Maaß
Contact Person
Hannah Stein (hannah.stein@iss.uni-saarland.de)
Further Information
All participants can post questions about the current lecture in the “Participant Forum” on moodle platform, which will then be discussed there.