Principles of Service Management
Duration 7 weeks
Weekly study 3 hours
Find out what the discipline of service management can do for your business
Today an increasing number of companies compete on service, not product. As a result, understanding a service-based approach to business is essential - even for product-based businesses.
On this course you’ll learn the latest thinking in service management, exploring a service-centric perspective to marketing and management. You’ll examine service as a business model, the value creation process, customer perceived quality and promise management.
Ultimately, you’ll discover how service-based thinking can help you better serve your customer, and overcome a range of business challenges.
What topics will you cover?
- Week 1 - Service as a perspective on business
- Week 2 - The importance of service quality
- Week 3 - Customer relationship management
- Week 4 - A profitable service business
- Week 5 - Productivity in the service context
- Week 6 - Communicating a service brand
- Week 7 - From manufacturing to service (logic)
When would you like to start?
Who is the course for?
This course would be particularly relevant to business professionals and managers interested in the potential of adopting a service-based strategy, whether their firms are currently operating in an industrial or consumer context, or a manufactured goods or services context. It is also relevant for business students wishing to specialise in service management and marketing.