Learning Outcomes

Having completed this course you will be able to:

• Describe the different types of services available, and their influences
• Discuss the service system
• Define what is meant by a service
• Discuss business legislation in relation to the macro-environment
• Discuss the impact of the economic environment on the macro-environment
• Describe the effect of technology on the environment
• Describe how to design a service blueprint
• Describe the important considerations for service delivery
• Discuss service recovery in relation to service management