SERVICE OPERATIONS MANAGEMENT

Service Operations Management: different types of service processes and challenges within service management. The service concept. Focused and unfocused service operations.Customer and supplier relationship. Customer segmentation and retention. Service quality: defining expectations and service quality factors. Customer satisfaction. Engineering service processes and the customer experience. Service people: mananing and motivating service providers. Resource utilisation: capacity management. How network technology and information are transforming services. Special seminars on specific industries: for example, health care, banking, insurance.