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Diploma in Services Management

  • Description
  • Outcome
  • Certification
  • The free online course Diploma in Services Management introduces the topic of managing business services, how to make business services more effective and efficient, how businesses can achieve excellence in customer relationships by designing and developing effective and efficient service processes for their customers.

    The course begins by introducing you to 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. You will then learn how businesses can use marketing elements to shape demand patterns for a service. You will learn about consumer behaviour and how important elements of service processes such as queuing and waiting lines can be re-designed to greatly improve customer experience and also increase service productivity and efficiency.

    You will learn how to develop an effective positioning strategy for a business service and how to use positioning maps to analyze competitive strategy. You will then learn about branding and what is meant by a 'brand'. You will learn about the key features of a successful brand and how they can be applied to a business service. You will examine the various components of strategic thinking and how to develop and implement a strategic plan.

    The course then introduces you to the dimensions of service quality and the elements of customer satisfaction. You will learn how to classify quality and customer satisfaction under the headings of 'hard', 'soft' and 'outcome' quality. You will learn about the benefits of implementing a Customer Relationship Management (CRM) system and how to develop an effective CRM strategy to improve service quality. Finally, the course describes the service innovation process and how building quality into services improves their efficiency and effectiveness.

    This course will be of great interest to all business service professionals and business owners that offer services to customers and who would like to learn more about managing and improving business services.

  • Having completed this course learners will be able to:
    - Explain what a service is;
    - Describe the four categories of services;
    - List the 7 Ps of service marketing;
    - Explain service dimensions: Intangibility, Heterogeneity, Inseparability and Perishability;
    - Describe how to develop service blueprints;
    - Describe how to fail proof a service;
    - Explain why services should be redesigned;
    - Describe managing customer perceptions of risk;
    - Describe the relationship between the service delivery process and the service system;
    - Describe how to design a new service process;
    - Explain the components of the new service development cycle;
    - Explain the role of culture in service excellence;
    - Describe positioning strategies for services;
    - Explain what is meant by 'brand', and branding strategies;
    - Describe strategic thinking for service organizations;
    - Describe how to develop a strategic plan and implement it;
    - Describe how to set pricing policy for a service;
    - Describe the Three C's Model for price setting;
    - Describe the dimensions of service quality;
    - Explain the soft and hard measures of service quality;
    - Describe the costs of service quality and approaches to service recovery;
    - Explain how to implement a Customer Relationship Management system;
    - Describe the service innovation process.

  • All Alison courses are free to study. To successfully complete a course you must score 80% or higher in each course assessments. Upon successful completion of a course, you can choose to make your achievement formal by purchasing an official Alison Diploma, Certificate or PDF.

    Having an official Alison document is a great way to share your success. Plus it’s:

    • Ideal for including in CVs, job applications and portfolios
    • An indication of your ability to learn and achieve high results
    • An incentive to continue to empower yourself through learning
    • A tangible way of supporting the Alison mission to empower people everywhere through education.

Diploma in Services Management
  • Free

  • 10-15 Hours

  • NPTEL

  • Assessment

  • Certification

  • 250 Pts

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
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