SERVICE MANAGEMENT FUNDAMENTAL (4 Credits)

Learning Outcomes:

On successful completion of this course, student will be able to: LO1 – Define the basic knowledge of service management; LO2 – Analyze the theories of service management; LO3 – Explain service management in any industry; LO4 – Apply service management in the organization.

Topics:

1. The service profit logic and service management principles;
2. Service Operations and Productivity;
3. Marketing Services;
4. Understanding Customers;
5. The nature of service and service consumption, and its customer management implications;
6. Servitization and Manufacturing Companies;
7. The service and relationship imperative;
8. Digitization of service business;
9. Managing Augmented Service Offering;
10. Managing productivity in service;
11. Service personnel and their management;
12. Supply Chain and Logistics Services;
13. Customer focused organization.