SERVICE MANAGEMENT FUNDAMENTAL (2 SCU)

Learning Outcomes:

On successful completion of this course, students will be able to: define the basic knowledge of service management; analyze the theories of service management; explain service management in any industry; apply service management in the organization.

Topics:

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