1. Semester information

Transcription

1 1. Semester information 1.1 Courses In the International Semester (IS) we will offer you four different courses and two skills training modules. The courses are: Consumer Services Management Strategic Facility Management Management of property maintenance, services and means Event Management The skills training consists of two modules: ICT Economical capita selecta 1.2 Study load and credit points The study load per week in each course will be approximately as follows, gaining the credit points mentioned (per block of four weeks), assuming the course parts are successfully concluded: Credit points per course Hours per week In class Out of class Total Dutch ECTS Problem Based Learning ½ 2.2 Project Skills training 1 ½ 2 ½ 4 ½ 0.7 Total 6 ½ 33 ½ If guest speakers are invited, hours spent during the lectures are supposed to belong to the project. The same holds true for excursions that are organised especially for the course. 1.3 Calender Weeknumber Date from Date to Course week 10 March 1 March 5 - Arrival students earliest March 4 th 11 March 8 March 12 - Introduction into PBL and Project Learning Course 1. Consumer Services Management 12 March 15 March 19 1 March 20 th Open House (Saturday) 13 March 22 March March 29 April April 5 April 9 4 April 8 th test course 1 April 9 th Good Friday: no classes Course 2. Strategic Facility Management 16 April 12 April 16 1 April 12 th Easter Monday: no classes 17 April 19 April April 26 April 30 3 April 30 th Queen s Day 19 May 3 May 7 - Spring Holiday: no classes 20 May 10 May 14 4 May13 th repeat test course 1 May 14 th test course 2 Facility Management International Semester 1

2 Course 3. Management of Property Maintenance, Services and Means 21 May 17 May 21 1 May 20 th Ascension + 21 th : no classes 22 May 24 May May 31 June 4 3 May 31 st Whit Monday: no classes 24 June 7 June 11 4 June 5 th repeat test course 2 June 6 th test course 3 Course 4. Conference and Event Management 25 June 14 June June 21 June June 28 July July 5 July 9 4 July 3th repeat test course 3 July 4th test course 4 29 July 12 July 16 Final repeat tests Formal end of program. 1.4 Time table A typical week would look like this: Monday Tuesday Wednesday Thursday Friday (Guest) Lecture (Guest) Lecture 1-1½ hr 1-1½ hr Project meeting with tutor ½ - 1 hr Project meeting with tutor ½ - 1 hr PBL session with tutor 3 hrs Excursion (if applicable) Skills training 1½ hr Repeat test (week 4 only) Test (week 4 only) Please note that specific schedule details considering times, rooms, tutors etc. will come available in the Course Guides. Self study and Project work should be planned around scheduled hours by the students themselves. 2 Blokboek 4A2-FM: Risicobeheer Facility Management

3 2. The courses 2.1 Customer Services Management Students will become familiair with marketing concepts like Customer Relationship Management (CRM) an Multi Channel Customer Contact Centers. They will get an understanding how Information Technology (IT) supports these concepts and how organisations can become more custmer orientated. Theory will reflect on items like customer value, employee satistaction, customer satisfaction and customer orientation. Theory is aimed at making the student familiar with a modern approach to customer retention and what influences the view employees have of customers and customer satisfaction does to the company. The project will be carried out in a international operating company and consists of making an analysis of the CRM attitude of both management and workers, resulting in a advisory report for the management. 2.2 Strategic Facility Management This course is subtitled Self-sufficiency, Privatization and Purchase management and gives students an overview of how organizations try to make supporting functions independent, self-sufficient and in some caes even outsource these functions. Facility management departments are subject to that trend and this requires facility managers to develop a strategy for their department, be it either outside the original organisation or inside as a cost center. Students learn to look at Facility Management as a cycle, understanding the influences the environment has on the performance of the FM department. They learn to formulate critical successfactors for the department and derive policy and objectives. Items like flexibility, contract management, specifications, performance monitoring and Service Level Agreements will be highlighted. The project will be a virtual case, derived from an actual setting, in which students must demonstrate their skills in formulating strategy for an FM department. 2.3 Management of Property maintenance, Services and Means 2.4 Event Management This course is taken from the Hospitality part of our program and gives an insight in how events can be used as a unique selling point in business to business marketing. During this course students will become acquinted with the events industry in which hospitality plays a major part. Items like interaction with target groups, investment focusing, keeping distractions out of the event, the role of emotions will be elaborated on. Companies are using event more and more as means to accomplish specific objectives and students will learn to devise a plan for such an event. The project therefore will be highly integrated with the theory and consists of writing an event plan and selling that to the prospective client. Facility Management Blokboek 4A2-FM: Risicobeheer 3

4 3. Skills training 3.1 ICT The skills training ICT will teach students how to derive the FM departments information needs, based 3.2 Economical Capita Selecta 4. Problem Based Learning Problem Based Learning is the basic approach to gaining knowledge. You will use it exentsively during your studies in Heerlen. To help you understand the mechanics of PBL, you should carefully read this chapter. We have provided an introduction to PBL so you can practice befor the real work starts. It is represented in the figure beneath. As mentioned in the timetable one PBL group session is planned in each week. A PBL sessions is scheduled for three consecutive hours. The first hour or so is dedicated to the recapitulation of the self study phase. Actual knowledge that students have acquired during the self study on an individual basis, is reported back to the group. This takes the form of giving solutions to the learning goals that are decided upon in the earlier preparation phase. The second hour is dedicated to the preparation phase. Here the new task is analysed and debated, leading to the formulation of learning goals that will guide students in the self study phase. The last hour or so should be used for so called project related problems. Being sufficiently underway in their studies, students will encounter problems during project work that cannot be solved by the theoretical background offered by the tasks in PBL, however comprehensive this may be. Especially projects that are carried out in a company or organisation offer problems that could need some extra study. These problems are approached in the same way as the PBL tasks in the Course Guides, using the seven strides. 4 Blokboek 4A2-FM: Risicobeheer Facility Management

5 Problem Based Learning Participants in the group members chairman tutor Working with the seven strides preparation self study recapitulation 1 explaining difficulties 2 formulating the problem 3 analysing the problem brainstorming 4 structuring of the problem analysis 5 formulating learning goals 6 self study 7 reporting back Evaluation