Academic Year 2023/2024 - Teacher: SALVATORE CANNELLA

Expected Learning Outcomes

The purpose of the course is to provide fundamental knowledge of economic-management engineering, with particular reference to the management control of company systems, the management of operations in business networks, the economics of services, customer satisfaction and business plans, through the study and application of consolidated and innovative quantitative and qualitative methods.

Course Structure

Lectures and frontal exercises of (1) management control of company systems, elements of applied microeconomics and operations management and (2) service economics, customer satisfaction and business plan. In addition, seminars provided by professionals in the sector are planned, carried out in person or remotely. If the teaching is given in a mixed or remote mode, the necessary changes may be introduced with respect to what was previously stated, in order to comply with the program envisaged and reported in the teaching syllabus.

Required Prerequisites

Basic logical-mathematical skills. For the purposes of applying the principles of economic optimization, knowledge of the concept of derivative and its geometric meaning is useful.

Attendance of Lessons

Attendance of the lessons is strongly recommended.

Detailed Course Content

Part I - Elements of microeconomics, management accounting, cost calculation methods and operations management (prof. Salvatore Cannella)

  • Elements of applied microeconomics (supply and demand, market imbalances and costs in the short and long term).
  • Management accounting (the company information system, the purposes of management accounting, the types of costs, the cost calculation objects, the classification of costs).
  • Cost calculation methods (break-even point, first and second level contribution margin, simple and advanced direct costing, full costing, cost centers).
  • Elements of operations management (operations and supply chain processes, production systems, lean production, inventory control, the bullwhip effect and information distortions, Industry 4.0, circular economy.) 

Part II - Service economics, customer satisfaction and business plan (prof. Alessandro Ancarani)

  • Elements of service economics (outsourcing models and post-industrial models, goods vs services, types of services, liberalization and privatization, efficiency, effectiveness and cost-effectiveness, organizational models, strategic management of public services).
  • Service quality (relevant dimensions, stakeholder theory, value for money and value for customer, customer satisfaction definition, ServQual, gap and Kano models, survey questionnaire drafting, performance analysis, co-production).
  • Business plan (development phases, time horizon, content, analysis plans)

Textbook Information

Slides provided by teachers through the Studium page of the course. In addition, after the exercises carried out in the classroom, the resolutions of the exercises will be published, again on the Studium page of the course. Please also carefully study all the supporting documents published on the Studium page of the course (e.g. information on requests for assistance, information on the exam test, information on teaching material, etc.)

Bibliography and recommended texts (optional)

Parte I

1)     Anna Maria Arcari (2019). Programmazione e controllo, Terza edizione. McGraw-Hill Education.

2)     Cristina Cattaneo, Massimo Contraffatto (2018). Programmazione e Controllo. Principi e applicazioni. McGraw-Hill Education

3)     Robert N. Anthony, David Hawkins, Diego M. Macrì, Kenneth A. Merchant (2021). Sistemi Di Controllo 15/Ed. McGraw-Hill Education

4)     Robert F. Jacobs, Richard B. Chase, Alberto Grando, Andrea Sianesi. Operations Management nella produzione e nei servizi - Quarta edizione. McGraw-Hill Education

Parte II

5)     Grönroos, C. (2009). Management e marketing dei servizi: la gestione del cliente nel mercato dei servizi. Isedi.

6)     McKeever, M. P. (2018). How to write a business plan. Nolo.

Learning Assessment

Learning Assessment Procedures

The exam consists of a written test of 50 minutes of theory and application exercises, to be carried out on the platform (the test specifications are published on the Studium page of the course). Furthermore, if the timing allows it, students will be able to take part in an end-of-course test (before the Christmas break), which will take place according to the same procedures for verifying learning as the exam. Finally, before the end of the course, a simulation of the exam is planned, in order to carry out a self-assessment of one's preparation.

N.B. Verification of learning can also be carried out electronically, should the conditions require it. Information for students with disabilities and / or SLD.

To guarantee equal opportunities and in compliance with the laws in force, interested students can ask for a personal interview in order to plan any compensatory and / or dispensatory measures, based on the didactic objectives and specific needs. It is also possible to contact the referent teacher CInAP (Center for Active and Participated Integration - Services for Disabilities and / or SLD) of the Department.

Examples of frequently asked questions and / or exercises

  • In break even analysis, how does an increase in the unit variable cost change the amount of breakeven?
  • Describe the difference between direct costing and full costing.
  • Define the unit contribution margin by low factor.
  • What are the purposes of stocks?
  • Halbert spa, with a production capacity of 32,100 units sold at a unit price of € 2,985, incurs annual fixed costs of € 1,743,700 and unit variable costs of € 115. Determine the equilibrium point and the relative degree of exploitation of production capacity.
  • Identify the assumptions underlying the Customer satisfaction models
  • Business plan components and their function