Service Management
Elective ModulesThis module is usually available either at Warwick or as a five day module in either Hong Kong or Dubai.
This module is about service transformation - how to change organisations to make them better for the customer, the staff and the bottom line. The objective is to provide participants with a greater understanding of managing organisations that deliver service in order to help them make a difference and enable them to improve the performance of, and the service provided by, their own or other organisations.
The module will build upon work undertaken in the operations management module, in particular the issues of the design and delivery of service. This module takes an integrative approach to service organisations and adds marketing, organisational and strategic issues to its operational base.
By the end of this module, participants will:
- Understand the nature of service and its impact on customers, staff and the 'bottom line'
- Know how to better understand the needs, expectations and perceptions of customers
- Know how to improve the design and delivery of service
- Know how organisations go about dealing with issues and problems
- Know how organisations can measure and improve their performance
- Understand the nature of service excellence and how to go about changing organisations to deliver it
- Have acquired, through the use of practical examples, case studies and visiting speakers, detailed information of the issues facing, and the activities of, a number of organisations that deliver service
- Have understood some of the interlinkages between operations, marketing, human resource and strategic management
- Have obtained an appreciation of the relevance of current published work to service management.
