management and social services (2011/2012)

Course not running

Course code
4S000596
Credits
6
Coordinator
Giuseppe Favretto
Academic sector
SECS-P/10 - ORGANIZATION AND HUMAN RESOURCE MANAGEMENT
Language of instruction
Italian
Teaching is organised as follows:
Activity Credits Period Academic staff Timetable
Modulo del prof. Favretto 3 Sem. 1A, Sem. 1B Giuseppe Favretto
Modulo della prof.ssa Cubico 3 Sem. 1A, Sem. 1B Serena Cubico

Lesson timetable

Sem. 1A
Activity Day Time Type Place Note
Modulo del prof. Favretto Wednesday 10:30 AM - 12:50 PM lesson Lecture Hall Seminari LiSSS  
Modulo della prof.ssa Cubico Thursday 10:30 AM - 12:50 PM lesson Lecture Hall Seminari LiSSS  
Sem. 1B
Activity Day Time Type Place Note
Modulo del prof. Favretto Wednesday 10:00 AM - 1:00 PM lesson Not defined from Nov 24, 2011  to Nov 24, 2011
Modulo della prof.ssa Cubico Thursday 10:00 AM - 1:00 PM lesson Lecture Hall Seminari LiSSS from Nov 24, 2011  to Nov 25, 2011

Learning outcomes

The course provides knowledge on Organizations (work organization models) and Services management (definitions, systems, processes and strategies).

Syllabus

1° - Organization Theories; Technological Cycle (Rohmert and Luczak); Industrial Revolution and Work Rationalization; Work Organization Theories and Models; Classic Organizational Models (Weber and Fayol); Scientific Management and Classic Job Analysis (Taylor, Ford, Gilbreth); Human Relations (Mayo); Socio-Technical Systems; Ergonomics; Non Rational Decision Making (Simon); Organizational Behavior; Conflict; Groups in Organizations (Bass, Lewin, Likert); Cooperation, Competition; Organizational Change; Decision Making, Human Error; Human Resources Management; Cases and Experiences.

2° - Services and Public Services; Service and Consulting; Services Marketplace; Supply and Service Production; Process and Value Chain; Customer/user Relationships; Service Quality; Customer Satisfaction; Communications; Strategies; Entrepreneurship; Cases and Experiences

Books:
Favretto, G. (2010). Organizzazione del lavoro per lo sviluppo delle risorse umane. Verona: QuiEdit

Zeithaml, V., Bitner M.J., Gremler, D.D. (2008). Marketing dei Servizi (2° Edizione). McGraw-Hill (capp. 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 12, 13, 15, 16)

Assessment methods and criteria

Written examination (choice of taking reserved tests for students who attend); Oral examination for Erasmus students

Teaching aids
Title Format (Language, Size, Publication date)
PRESENTAZIONE CORSO_Favretto / Cubico  pdfpdf (it, 41 KB, 28/10/11)