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    University of Lausanne

    1 Course Description e-Business

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    The importance of the service economy is widely recognized. New information technology, specially Internet, the social networks and web 2.0, have redefined the ways of conducting business, providing new e-services, new customer experiences, new work practices, and new business models competing in the global market place. This course provides the participants with an understanding of service design, mainly online-service design. The course integrates principles suggested by the design thinking, applied to business service design. The course introduces concepts, frameworks, and tools for designing new front stage services, back stage processes, and business models. Learning will be accomplished through lectures, research, case studies, and group co-design sessions. 2 Course Objectives Upon completion this course, the participants will have a general understanding of the current state and trends in service design, and be aware of design processes and tools (scenario, storytelling, task analysis, hand-sketching, brainstorming and ideation, mind mapping, process modeling, cognitive walkthrough, and others). More specifically, the participants will be able to use theses design techniques for designing services, re-engineering business processes, and co-creating business models for innovation. The first part presents the front stage view of services, and explores techniques for designing services, analyzing the customer tasks, defining use cases and scenarios, prototyping e-services, and defining service quality. The second part deals with the back stage, and presents tools and models for reengineering business processes and taking care of service productivity. The third part illustrates and examines the co-design of business models for improving innovation. This part also deals with service uncertainty and scenario planning. 1 3 Course Materials Course materials are provided on the web site

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    Description

    Title : 1 Course Description e-Business
    Abstract : The importance of the service economy is widely recognized. New information technology, specially Internet, the social networks and web 2.0, have redefined the ways of conducting business, providing new e-services, new customer experiences, new work practices, and new business models competing in the global market place. This course provides the participants with an understanding of service design, mainly online-service design. The course integrates principles suggested by the design thinking, applied to business service design. The course introduces concepts, frameworks, and tools for designing new front stage services, back stage processes, and business models. Learning will be accomplished through lectures, research, case studies, and group co-design sessions. 2 Course Objectives Upon completion this course, the participants will have a general understanding of the current state and trends in service design, and be aware of design processes and tools (scenario, storytelling, task analysis, hand-sketching, brainstorming and ideation, mind mapping, process modeling, cognitive walkthrough, and others). More specifically, the participants will be able to use theses design techniques for designing services, re-engineering business processes, and co-creating business models for innovation. The first part presents the front stage view of services, and explores techniques for designing services, analyzing the customer tasks, defining use cases and scenarios, prototyping e-services, and defining service quality. The second part deals with the back stage, and presents tools and models for reengineering business processes and taking care of service productivity. The third part illustrates and examines the co-design of business models for improving innovation. This part also deals with service uncertainty and scenario planning. 1 3 Course Materials Course materials are provided on the web site
    Subject : unspecified
    Area : Business administration
    Language : English
    Affiliations
    Url : http://inforge.unil.ch/yp/GTI/syllabus.pdf
    Doi : 10.1.1.139.938

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