Diploma in Services Management

Modules List( 11 )

• DIPLOMA IN SERVICES MANAGEMENT
• Diploma in Service Management Course Resource Documents View Resource
• Module
  1 What is Meant by Service?
  • This module introduces the topic of service management and the elements of service management such as how best to serve customers in the modern business environment, what the product service systems are, what the service act comprises of, and how to ensure seamless service to customers both within and outside an organisation.
  • Learning Outcomes
  • What is Service Management?
  • Evolving Service Markets
  • The Service Customers
  • Product Service Systems
  • The Service Act
  • Seamless Service Management
  • Lesson Summary
• Module
  2 Service Management Elements
  • Business services is a general term that describes work that supports a business but does not produce a tangible commodity. Business services are those that market offerings that are intangible-dominant. Few services are totally intangible, they often contain elements with tangible properties. The module also explains service dimensions: Intangibility, Heterogeneity, Inseparability and Perishability.
  • Learning Outcomes
  • Service Management Elements
  • Core versus Supplementary Services
  • Intangibility of Services
  • Response to IHIP Challenges
  • Process and Promotion of Services
  • Process Issues in Service
  • Lesson Summary
• Module
  3 Understanding the Challenges of Service
  • Learn how fluctuating demand from customers for a service can be addressed by managing capacity within the service process, and how businesses can use marketing elements to shape demand patterns for a service.
  • Learning Outcomes
  • Challenges of Service Management
  • Understanding Service Uniqueness
  • The Role of the Consumer in the Services Flow
  • Understanding Service Consumer Behavior
  • What is Co-Creation of Services?
  • The Customer and Co-Creation of Services
  • Lesson Summary
• Module
  4 Delivering Service Excellence
  • Learn about The Three-Stage Model of Service Consumption and how this model allows service managers to set objectives and shape consumer behaviour in a targeted manner. Also learn about self-service technologies (SSTs) and co-creation of business services and how these methods are the ultimate form of customer involvement in a business service when used appropriately.
  • Learning Outcomes
  • Current Service Map to New Service Design
  • New Service Development Cycle
  • Case Study on Service Excellence
  • Service Excellence - Arvind Eye Hospital
  • The Role of Culture in Service Excellence
  • The Role of People in Service Excellence
  • Lesson Summary
• Module
  5 Diploma in Services Management - First Assessment
  • You must score 80% or more to pass this assessment.
  • Diploma in Services Management - First Assessment
• Module
  6 Position and Branding Services
  • Learn more about marketing strategies that help to position a business service within the market and create a reputable brand around the service.
  • Learning Outcomes
  • Positioning Strategies for Services
  • Focus Strategies and Positioning
  • Branding Services
  • Distribution in a Services Context
  • Service Delivery Innovations
  • Network of Services
  • Lesson Summary
• Module
  7 Understanding Service Pricing
  • Learn more about correctly pricing a business service within the market and the techniques and models used to formulate the correct market price.
  • Learning Outcomes
  • Strategy and Strategic Thinking for Services
  • Implementing Strategic Planning
  • Competitive Strategies for Success
  • Service Pricing - Basic Concepts
  • Approaches to Service Pricing
  • Putting Service Pricing into Practice
  • Lesson Summary
• Module
  8 Quality in Service Management
  • Learn improve service quality in business services for an enhanced service experience for customers.
  • Learning Outcomes
  • Introduction to Service Quality
  • Understanding Customer Satisfaction
  • Measuring Service Quality
  • Service Complaints and Recovery Strategies
  • Understanding Customer Loyalty
  • Developing Loyalty Bonds with Customers
  • Lesson Summary
• Module
  9 Managing Customer Loyalty and Partner Relationships in Service Management
  • Learn more about strategies that help manage and develop customer loyalty and partner relationships in service management.
  • Learning Outcomes
  • Strategy Canvas - Service Portfolio Analysis
  • Customer Loyalty Relationship
  • Managing Partner Relationships
  • Global Service Ecosystem - Contemporary Issues
  • Service Ecosystem - Service Innovation
  • Services as Systems: A Holistic Approach
  • Lesson Summary
• Module
  10 Diploma in Services Management - Second Assessment
  • You must score 80% or more to pass this assessment.
  • Diploma in Services Management - Second Assessment
• END OF COURSE ASSESSMENT
• Module
  11 Diploma in Services Management - Final Assessment
  • You must score 80% or more to pass this assessment.
  • Diploma in Services Management - Final Assessment