Course syllabus for Service management for construction and facilities

Course syllabus adopted 2023-02-06 by Head of Programme (or corresponding).

Overview

  • Swedish nameTjänsteproduktion i byggande och fastighetsförvaltning
  • CodeIBY015
  • Credits7.5 Credits
  • OwnerMPDCM
  • Education cycleSecond-cycle
  • Main field of studyCivil and Environmental Engineering
  • DepartmentARCHITECTURE AND CIVIL ENGINEERING
  • GradingTH - Pass with distinction (5), Pass with credit (4), Pass (3), Fail

Course round 1

  • Teaching language English
  • Application code 88117
  • Maximum participants75 (at least 10% of the seats are reserved for exchange students)
  • Minimum participants20
  • Block schedule
  • Open for exchange studentsYes

Credit distribution

0199 Examination 7.5 c
Grading: TH		 7.5 c
  • 13 Jan 2024 am J
  • 05 Apr 2024 pm J
  • 20 Aug 2024 pm J

In programmes

Examiner

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Eligibility

General entry requirements for Master's level (second cycle)
Applicants enrolled in a programme at Chalmers where the course is included in the study programme are exempted from fulfilling the requirements above.

Specific entry requirements

English 6 (or by other approved means with the equivalent proficiency level)
Applicants enrolled in a programme at Chalmers where the course is included in the study programme are exempted from fulfilling the requirements above.

Course specific prerequisites

To be admitted to the course you have to meet the entry requirements for the MPDCM MSc programme and also have passed 30hec in other master level courses in Architecture or Civil Engineering.

Aim

This course is intended to provide a fundamental understanding of service management with a particular emphasis on services in construction and facilities management.

Learning outcomes (after completion of the course the student should be able to)

- apply the elements of service management to the activities of construction contractors, architectural and technical consultancy firms as well as to facilities services providers, - describe service procurement principles, including specification, pricing and monitoring, and explain their applicability in various contexts, - in a group assignment, describe and analyse service aspects of how firms operate, comparing construction and non-construction service companies according to theories treated in the course.

Content

This course begins with an overview of what is meant by services and service delivery in various industries. Service qualities. Specification of services for procurement and monitoring of contracts. Design of new services. Customer orientation. Total Quality Management, measurement of customer satisfaction and improvement programmes. The relation between customer satisfaction and employee satisfaction. The relation between TQM and quality systems according to ISO 9000. Facilities seen as support for core activities of users. Space and communications requirements for various types of activities. The importance of IT development for space use and patterns of communication in various industries. Design of new facilities and adaptation of existing facilities. The client dialogue. Facilities strategies for various types of activities. Role and work patterns of consultant firms. Intranets and other tools and methods for knowledge management in construction and property related firms. Construction innovation viewed as a type of service innovation.

Organisation

Teaching methods: * Lectures * Applied exercises

Literature

To be presented on the student portal in the last quarter in the preceding semester.

Examination including compulsory elements

Written examination and application exercises (group reports). Grades U,3,4,5.

The course examiner may assess individual students in other ways than what is stated above if there are special reasons for doing so, for example if a student has a decision from Chalmers on educational support due to disability.