Postgraduate Award in Improving Service Delivery

Developed specifically for managers in the service sector.

Join us now to find out how to put the customer at the heart of your organisation's service experience so they will want to come back time and time again. Share ideas and learn key principles alongside other managers.

World experts
Our unique curriculum is supported by the bestselling text book Service Operations Management: Improving Service Delivery. Your learning will be completed entirely online, in four modules each taking six weeks.

During the course you will apply the principles to your workplace and learn to improve business processes.


Entry requirements and fee
You will need either a first degree or have at least five years relevant work experience. A basic knowledge of IT skills and browsing is also required and please note that the course will be undertaken beyond the reach of employer firewalls.

The current fee is £2,000 and the final cohort will start in Autumn 2017. 

Apply now »

For further information, please contact us on +44 (0)24 7652 4395 or email execed@wbs.ac.uk

Further study
You will be eligible for the Postgraduate Certificate in Service Excellence when you complete both the Postgraduate Award in Improving Service Delivery and the Postgraduate Award in Service Operations Management. 

How will I be taught?
Your learning will be completed entirely online, in four modules, each taking six weeks. You will have access to high quality learning materials authored by the Warwick team, supplemented by a range of videos, podcasts, articles and papers. 

Module 1: Understanding the service concept
Focus on the critical importance of customer centricity and take a strategic perspective to develop and use the service concept. Learn to manage customer expectations and perceptions which impact on your service delivery. Also consider managing supply networks and suppliers relationships.

Module 2: Designing the customer journey
In many organisations the customer experience "just happens".  In this module you will learn to design and improve the customer journey with the service process in mind.   

 

Module 3: Control for customer centricity
Focus on the day-to-day, minute-by-minute issues which might affect the customer experience and plan a way to ensure the level of service is always delivered to the appropriate standard. Discover ways to measure, control and manage customer service; manage people to deliver the customer promise; manage service resources and day to day planning; and control and capacity management. 

Module 4: Embedding a Service Culture
Consider the future of customer service in terms of driving continuous development, learning from problems, dealing with complaints, learning from other operations and benchmarking. Learn how to embed a service culture taking into account what you have already learned.  

Assessment
Your progress is tested by Multiple Choice Question tests and case studies, and you will have an online tutor to help and support you throughout your study period. Finally, you will complete an end of module assignment of 1,500 words by applying the principles to your workplace.*

*This may be subject to change

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