Learning Outcomes

What is Service Management?

Evolving Service Markets

The Service Customers

Product Service Systems

The Service Act

Seamless Service Management

Lesson Summary

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.

Service Management Elements

Core versus Supplementary Services

Intangibility of Services

Response to IHIP Challenges

Process and Promotion of Services

Process Issues In Service

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.

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

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.

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

Learn about The Three-Stage Model of Service Consumption and how this model allows service managers to set objectives and shape consumer behavior 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.

Diploma in Service Management - First Assessment

Positioning Strategies for Services

Focus Strategies and Positioning

Branding Services

Distribution in a Services Context

Service Delivery Innovations

Network of Services

Learn more about marketing strategies that help to position a business service within the market and create a reputable brand around the service.

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

Learn more about correctly pricing a business service within the market and the techniques and models used to formulate the correct market price.

Introduction to Service Quality

Understanding Customer Satisfaction

Measuring Service Quality

Service Complaints and Recovery Strategies

Understanding Customer Loyalty

Developing Loyalty Bonds with Customers

Learn improve service quality in business services for an enhanced service experience for customers.

Strategy Canvas - Service Portfolio Analysis

Customer Loyalty Relationship

Managing Partner Relationships

Global Service Ecosystem - Service Innovation

Service Ecosystem - Service Innovation

Services as Systems: A Holistic Approach

Learn more about strategies that help manage and develop customer loyalty and partner relationships in service management.

Diploma in Services Management - Second Assessment

Diploma in Services Management - Final Assessment

Learn how to create business services strategies that will deliver customer satisfaction with this free online course.

Diploma in Services Management

This free online Diploma in Services Management course will teach you how to design and develop service processes that improve customer experiences and increase service productivity and efficiency. Drawing customers to your business services takes specialist knowledge and skill, and this course will teach you the effective service strategy management skills necessary to meet customer needs and reduce operational costs.

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