Public Service Company Economics and Management (2008/2009)

Course not running

Course code
4S00513
Name of lecturer
Francesca Simeoni
Number of ECTS credits allocated
4
Academic sector
SECS-P/08 - MANAGEMENT
Language of instruction
Italian
Period
Sem. 1A, Sem. 1B

Lesson timetable

Sem. 1A
Day Time Type Place Note
Monday 2:00 PM - 5:00 PM lesson Lecture Hall LISSS 2 from Oct 15, 2008  to Nov 16, 2008
Sem. 1B
Day Time Type Place Note
Monday 2:00 PM - 5:00 PM lesson Lecture Hall LISSS 2  

Learning outcomes

To develop an approach to public service management, with particular regard to the central role of clients. The students will acquire the skills to understand the ongoing changes in the public services sector, especially in social services, in order to understand and interpret the normative tendency for a better efficiency and quality. The course aims to analyze some models for service quality evaluation, in particular the Service Charter and the Gap Model.

Syllabus

Service characteristics and managerial implications
- The distinctive features of services
- A service’s “production process”
Managerial aspects for public services companies
- Public services and local public services
- The reasons for the exclusive public competence and the market “rediscovery”
- An outline of the local public services reform
- New services to win customers’ loyalty
An approach to quality
- The quality concept
- The relationship between quality and customer satisfaction
- The client’s central role
- The Gap Model as an instrument to evaluate service quality
- The European Quality Assurance for Social Services
- Aims and structure of a Service Charter
- The problems related to the introduction of the Service Charter at university
- Quality in health services
Social services management
- Social Service organization
- The problems related to social services management
- Case histories and experiences

Exam Bibliography:
For attending students: notes from lectures

For non-attending students:

- F. Testa, Aspetti manageriali della transazione al mercato nelle public utilities locali, Cedam, Padova, 2001, only chapter 1
- F. Longo, Servizi sociali: assetti istituzionali e forme di gestione, Egea, Milano, 2000, only chapter 3 (to par. 3.3.2 included)
- M. Ugolini, Un approccio di service management per la gestione del reparto ospedaliero, Giuffrè, Milano, 2004, only chapters 1 and 4
- F. Testa, La carta dei servizi, uno strumento per la qualità nell’università, Cedam, Padova, 1996, only chapters 2 (paragraphs 1 and 3) and 3
- K. Promberger, K. Tragust, J. Bernhart, (trad. S. Boscolo), Management dei servizi sociali, only paragraph 5 from charter A and paragraphs 3.1.2 and 3.2 (sub-paragraphs included ) from chapter F

Assessment methods and criteria

An oral examination is required.