Italy Partner and Management Consultant Opta Srl Extended Faculty
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Gianluca has a degree in Economics with a specialization in Business Organization. Since 1998 he has been providing consultancy services to manufacturing and service companies in the areas of production organization, logistics and project management. He collaborates with the main training bodies of Emilia Romagna, and regularly lectures at corporate and intercompany courses and workshops related to his areas of expertise. Since 2000 Gianluca is an equity partner of OPTA, a consulting company specialized in operations and logistics management for manufacturing and service industries, where he works as a project manager for various operations’ reorganization projects that aim at supporting the company management in achieving pre-established business objectives. During his first years of professional experience, he was involved in the implementation of management systems and Operations’ improvement projects. Later, he shifted his professional interest to Service Operations Management and engaged himself in projects that focus on the reengineering of service delivery processes, with the objective of combining operational efficiency and Customer Experience. In this context, he developed technical and organizational models that are used in the consulting projects. Companies in which he has provided consultancy include Assa Abloy Italia, Gruppo Nilfisk Advance, HS Penta, Nobili, Le Fablier, Annovi e Reverberi, Arval, Gruppo Agribologna, Kaercher, Titan Italia, WAM Industriale, Presezzi Extrusion, Omnipack, Bologna Fiere, Casta, Tema Sinergie, Coloplast, Nimax, Fope.


FOCUS SESSION – Service Management is a methodology for designing, planning, managing, and improving processes with high information content. In other words, applying Service Management means addressing the issue of information management by focusing on optimizing the information flow while respecting the correct relationship with the “customer.”

This methodology applies both to internal business processes (offices and the information exchange that concerns them) and to the procedures provided by a supplier to the customer (the so-called services that can be B2C or B2B).
Since the information management process always involves an “information exchange” between two parties, one of which is the supplier and the other the customer, Service Management acts on two specific levels, namely:

– create, maintain and continuously revitalize the relationship with the customer (understood both as an external customer and as an internal customer): speaking in these terms means developing the skills to govern the customer experience
– design and organize the service delivery processes to pursue customer satisfaction, but more generally, its loyalty. This part of the discipline is commonly called Service Operations Management and aims to optimize the factors that affect the quality and efficiency of processes with high information content.