Service Management: From the Pre-digital Classics into the Post-digital Future

Service economy is expanding more than ever, not just with the growth of the services industries (conventionally defined as the third sector) but also with services’ increasing importance in non-services industries such as agriculture (the first sector) and manufacturing (the second sector). Today, driven by emergence of digital technologies and amplified by hyper-connectivity of global markets, anything and everything seems to become something as a service e.g., Software-as-a-Service (SaaS), Mobility-as-a-Service (MaaS), and now Everything-as-a-Service (XaaS). Are things going too far? What does it mean for our everyday marketing, operations, HRM, and strategy? Should we now strategizing, organizing, and leading businesses, differently, and, if so, how?
By introducing you to Service Management, an emerging field of management science which was originally developed out of the research on the services industries but has later evolved into the study on the logic (or lens, if you will) of value creation and value capture across industries, this course attempts to help future business leaders to see ongoing fundamental shift in management logic and to seize opportunities and challenges involved in leading business in such an exciting time.

Course Date & Time

Tuesdays and Fridays, 7 - 9 a.m. (JST/ Tokyo time) with a 4-hour group project presentation session, 7 - 11 a.m. on December 18