Service Engineering
Description
What you will learn
In this course you will learn about:
- The service society as opposed to the industrial society
- The concept and distinctive characteristics of services compared to products
- The distinctive characteristics of the 4.0 company compared to the company of the industrial society
- The knowledge and skills of the Service Engineer; the professional required by service companies and organizations, which employ around 80% of the population
In addition, the course provides the three collaborating companies' perspective on the specific training needs of their professionals.
Faculty
Esperanza Marcos
King Juan Carlos University
A professor at Rey Juan Carlos University, she led the creation and implementation of the Bachelor's Degree in Science, Management, and Engineering of Services, which she coordinated for four years. She has over 25 years of university teaching experience and 20 years of experience in online teaching. She holds certifications in: ITIL, EFQM, Versim, Personal and Executive Coaching, Team Coaching, Creative Problem Solving, Advanced Design Thinking, Storytelling for Influence, and Leading for Creativity.
Professor Marcos co-directs the High-Performance Research Group in Software Engineering and Services at Rey Juan Carlos University. She is a member of the Consolidated Teaching Innovation Group in Operations and Technology Management. She has led numerous research projects in the area of services, as well as projects with companies such as Telefónica R&D, BBVA, Boeing R&T, etc.
María Valeria de Castro
King Juan Carlos University
Lecturer at Rey Juan Carlos University. She is a pioneer in Service Engineering in Spain and co-founder of the National Network for Service Science and Engineering. She is a member of the URJC Group of Excellence in Service Science, Management and Engineering (GES2ME). Professor de Castro has over 12 years of university teaching experience and 6 years of online teaching experience.
Eloísa Díaz
King Juan Carlos University
Lecturer at Rey Juan Carlos University. She is co-author of the only Spanish-language manual on operations management in service companies. She is a member of the URJC Group of Excellence in Service Science, Management and Engineering (GES2ME). Professor Díaz has over 17 years of university teaching experience and 5 years of online teaching experience.
Marcos López Sanz
King Juan Carlos University
A Visiting Professor at Rey Juan Carlos University, he has worked with leading international researchers in Service Science, Management and Engineering (SSME), including a stay at IBM's service research center in Almaden, California, USA. He is a member of the ISSIP (Institute for Service Science Innovation Professionals) and the URJC's Group of Excellence in Service Science, Management and Engineering (GES2ME). Professor López has over 10 years of experience.
Juan Manuel Vara Mesa
Rey Juan Carlos University - Higher Technical School of Computer Engineering
Professor at Rey Juan Carlos University. Computer Engineer, Master in Information Technology and Computer Systems, and PhD in Computer Engineering. ITIL, CMMI, and Scrum Master certifications. Pre-doctoral researcher at INRIA at the University of Nantes and post-doctoral researcher at ERISS (European Research Institute on Service Science) at Tilburg University.
Director of the Master's Degree in Information Systems Engineering and Coordinator of the research line in Software Engineering, Information Systems and Services of the Doctoral program in ICT of said University.
Frequently Asked Questions
What type of audience might be interested in taking the MOOC?
This is an introductory course, so no prior knowledge is necessary. Anyone interested in the subject can take it, regardless of whether they have a degree or not.
It is especially interesting for anyone working in a service organization, for graduates in business administration or any engineering field, as well as for students of related undergraduate and master's degrees.
The course is also recommended for prospective degree students who want to have an overview of the professional profile required by companies and service organizations regardless of the sector (IT, tourism, general services, engineering, healthcare, banking, etc.).
What can it be used for?
What certification do I get if I complete it?
You will be able to obtain the MOOC completion certificate once you have completed all the required course activities. The certificate will confirm your successful completion of the MOOC and will include the total number of hours.
How can I register?
To enroll in this course, simply log in or create your account and then click on the Start.
Which browsers are compatible with a URJC MOOC?
Current versions of Chrome, Firefox, Safari, or Internet Explorer version 9 or higher.
What happens if I have to drop out of a MOOC? Will I be able to re-enroll in a future edition of the same MOOC and/or another MOOC in the future?
Enrollment and participation in a URJC MOOC is free. There are absolutely no academic penalties for dropping out. You can enroll in the same MOOC and/or others (as long as they are still being offered) at a later time.
When does my MOOC start and end?
This MOOC is designed to be self-paced. You don't need to start at a specific time, although a learning pace of one topic per week is recommended.
How do I pass the course?
At the end of each module you will be assessed with a test on the basic concepts learned.
RAC credit validation
If you are an undergraduate student at Rey Juan Carlos University, you must register for the course using your university account (@alumnos.urjc.es) to receive RAC credits upon successful completion. Credits will not be awarded to students who completed the course using an account other than their URJC account or who are not currently enrolled in an undergraduate degree program.
🙋 You won't need to request the recognition, as it will appear automatically.
- 5 Sections
- 45 Lessons
- 15 Hours
- 1. Services: Concept and characteristics9
- 2. The Service Company6
- 3. SSME: a new discipline for supporting the services sector9
- 4. The Services Professional12
- 4.1Applying a holistic vision: systems thinking
- 4.2Ways of thinking
- 4.3Applying systems thinking
- 4.4The need for a systemic vision in services
- 4.5Systems thinking in the service professional
- 4.6Guidelines for the application of systems thinking
- 4.7STEM Professionals
- 4.8One step further
- 4.9KISA Needs
- 4.10What is a T-Shaped professional?
- 4.11The service professional: the vision of Meliá Hotels International
- 4.12Exam
- 5. Training of Service Professionals9
- 5.1Educational background
- 5.2Training alternatives
- 5.3Different types of knowledge integration
- 5.4How does it influence training?
- 5.5Learning sequence for SSME
- 5.6New teaching methods
- 5.7Example of a degree with a transdisciplinary approach
- 5.8Holistic approach: formative progress of the CGIS Degree
- 5.9Exam
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