Service Operations (Part of SCTP)
About this course
Course objectives
In today’s workplace, given the increasing emphasis to deliver good customer service amidst growing competition, the ability to turn business policy and objectives into great service management with quality assurance is highly valued in a modern workplace. In this module, learners will acquire the knowledge and skills in the operational issues of a service industry. Core topics include the operational issues of a service industry, including, demand and forecasting, capacity and facility management and scheduling of activities.
Course description
At the end of this CmU, learners will be able to:1. Implement the various service-related strategies by applying analysis to understand the challenges in managing service operations.2. Improve customer satisfaction and service efficiency by applying the key principles in managing service operations.3. Differentiate the key operations strategies with respect to balancing the two objectives of customer satisfaction and efficient use of resources in service operations.4. Analyse and solve problems in a service environment by using Bitner model, Maister Law of Queue Psychology and motivation theories.