OFIN 3369 - Driving Digital Transformation in Operations

In today’s service economy, operational excellence increasingly depends on leveraging digital technologies (Web, AI, VR etc.).

Digital operations now play a central role in delivering scalable, high-quality services across human-centric industries such as healthcare, hospitality, education, finance or consulting.

Digitalization helps coordinate systems, ensure seamless service across channels, meet evolving customer expectations, and support the internationalization of products and services. Digital tools including AI, enable agile processes, data-driven decisions and the automation of routine tasks, improving customer experience and supporting people development.

This course explores how service-oriented companies design, implement and optimize digital operations in complex and international environments.

No specific pre-requisite. You just need to enjoy learning & playing at the same time!

To improve retention and create a more interactive learning experience, no devices (no computer, mobile or tablet) are allowed during class. Paper and pen only. Devices are allowed only for homework presentations or final case studies.

This course offers a deep dive into digital operations based on real corporate examples:

• Understand the history of the digital world and key terminology
• Analyze digital customer journeys in service sectors
• Explore integrated service platforms and their impact on daily operations
• Use real-time data, KPIs and dashboards to monitor and optimize performance
• Apply KPI-driven decision-making frameworks
• Discover process automation and AI use cases in service delivery
• Balance technological innovation with human value
• Integrate digital tools without losing the personal touch essential to service quality

The evaluation and grading will be as follows:

• 50% continuous assessment based on your active participation in class and your homework.
• 50% final case study per group presented in front of a jury (20-30’ presentation + 10’ Q&A). The groups and subjects will be chosen at the end of the first course.

Class Participation: Active class participation makes classes lively and instructive. Come on time and prepared. Participation is based on the quality of comments, not quantity.

The Final Case Study: 50% group performance and 50% individual performance. Your evaluation criteria:

• Equal participation: Everyone is expected to participate equally during the case study discussions.
• Utilize course knowledge.
• Creative thinking: Sky's the limit.
• Realistic plan and/or problem-solving.
• Explore sustainable ideas and/or solutions.
• And have fun 

The numerical grade distribution will dictate the final grade. The passing grade for a course is 10/20.

12 sessions, 24 hours, 4 ECTS

The workload for this course is primarily linked to the homework assignments, which directly feed into the final case studies. You should plan an average of around 3 hours every two weeks to prepare your homework and case study work in groups.

Each homework is designed to support your progress and prepare you for the final exam, so that you arrive confident and ready.

Most homework is group based, therefore coordination within your group will be one of the main challenges. Learning how to coordinate and work efficiently as a team is an integral part of the learning experience of this course.