2. A Vision of Service Supported in Engineering and Management 1st Service EncounterFEUP ► Porto ► Portugal ► 2010.03.22João Falcão e Cunha** jfcunha@fe.up.pt ►+351-91-254 1104 Faculdade de Engenharia da Universidade do Porto

3. Lily of the Valley – Convallaria Majalis – © Josef Hlasek Boa Tarde!

4. 4 Porto – Portugal View of Porto riverside

5. The School of Engineering

8. João Falcão e Cunha jfcunha@fe.up.pt ► +351-91-254 1104

10. 10 / 25 graduate / master programs

11. 12 doctoral programs

12. 450 lecturers and researchers

13. 250 administrative staff

14. 7000 students (2500 postgraduate)

15. Member ofCESAERConference of European Schools for Advanced Engineering Education and Research www.cesaer.org

16. Member of ERCIMEuropean Research Consortium on Informatics and Mathematics www.ercim.eu15 Schools 60 graduate programs 120 master programs 100 doctoral programs 2200 lecturers and researchers 1600 administrative staff 27000 students, of which 7500 postgraduate One of the Top 20 in RI3Ibero-American Ranking of Universities and R&D Institutes http://investigacion.universia.net One of the Top 500 in the Shanghai Jiao Tong Univ. Ranking of Universities

17. 10 Contents Introduction Technology and Services MESG CESG and EMISS Conclusions

18. Leadership Execution Information Persistence Emotion LEIPE

19. 12 The increasing infusion of technology in services Technology is increasingly embedded in every component of service management and service value co-creation. In a first wave, technology was used to enhance service backstage operations. Technology is now being used to enhance the interaction between customers and service providers. Bitner, Brown & Meuter (2000); Rayport & Jaworski (2004)

20. Technology and Service ---Engineering ---Management

21. 14 Service System Evolution Architecture Marketing Design Engineering … ... … Goals &“Soft” Goals Functional &Non-Functional Requirements Creativity & Innovation Programs, Systems, … , Services

22. 15 The need for multidisciplinary competences Understanding the innovative Technologies now required for service provision Management of the service system CDIO process (Conceive, Design, Implement, and Operate) Understanding the functional and non-functional or experience requirements of People.

23. Using technology in a traditional area …

25. MESG – The Master inService Engineering and Management

26. 19 FEUP educational experience Most graduates end up working in service organizations, in areas such as logistics, quality, information systems, project management, requirements engineering or user interface specification.

27. The Master in Service Engineering and Management (MESG*, in Portuguese) aims at developing competences to conceive, design, implement and operate technology enabled service systems. Proposed in 2006, December Started in 2007, September www.fe.up.pt/mesgEnglish (and Portuguese…) * Mestrado em Engenharia de Serviços e Gestão

28. 21 MESG Timeline

29. CESG – The Congress for Service Engineering and Management

32. 25 CESG 2010http://www.cesg2010.com/ 2010, May 14

33. Visions

34. 27 DELLIISS and EMISS The DELLIISS project has been funded with support from The European Commission.

35. IBM – Jim Spohrer 2009

36. Leadership Execution Information Persistence Emotion LEIPE

37. 30 Conclusions The evolution towards a technology enabled service economy creates the need for professional engineers with new competences. Engineers must have a solid understanding of technology but also a solid understanding of the needs of people, organizations and society. Engineers, like medical doctors, lawyers or architects, influence the life of people and therefore need to know a lot more about emotional requirements.

38. Camellia japonica L. – © Sofia Nóvoa Obrigado pela atenção!