Service Management Course

Explore service management strategies. Join this course to learn techniques for effectively managing service-oriented supply chains, ensuring customer satisfaction, and success. BMC Training offers Service Management Course in Warehouse , Logistics , Supply Chain and Inventory Courses.

  • English
  • 145 Training Sessions
  • Confirmed
  • Four Weeks
Service Management Training Course

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Type a city name or a month
Venue Start Date End Date Net Fees Details & Registration
Dubai , UAE 28 - Apr - 2024 23 - May - 2024 0 GBP
Paris , France 28 - Apr - 2024 23 - May - 2024 0 GBP
Hong Kong , Hong Kong 28 - Apr - 2024 23 - May - 2024 0 GBP
London , UK 21 - Apr - 2024 16 - May - 2024 0 GBP
Madrid , Spain 21 - Apr - 2024 16 - May - 2024 0 GBP
Munich , Germany 21 - Apr - 2024 16 - May - 2024 0 GBP
Berlin , Germany 21 - Apr - 2024 16 - May - 2024 0 GBP
New York , United States 21 - Apr - 2024 16 - May - 2024 0 GBP
Amsterdam , Netherlands 21 - Apr - 2024 16 - May - 2024 0 GBP
Dubai , UAE 12 - May - 2024 6 - Jun - 2024 0 GBP
Paris , France 12 - May - 2024 6 - Jun - 2024 0 GBP
Hong Kong , Hong Kong 12 - May - 2024 6 - Jun - 2024 0 GBP
London , UK 5 - May - 2024 30 - May - 2024 0 GBP
Madrid , Spain 5 - May - 2024 30 - May - 2024 0 GBP
Munich , Germany 5 - May - 2024 30 - May - 2024 0 GBP
Berlin , Germany 5 - May - 2024 30 - May - 2024 0 GBP
Kuala Lumpur , Malaysia 19 - May - 2024 13 - Jun - 2024 0 GBP
Rome , Italy 19 - May - 2024 13 - Jun - 2024 0 GBP
Barcelona , Spain 19 - May - 2024 13 - Jun - 2024 0 GBP
Zurich , Switzerland 19 - May - 2024 13 - Jun - 2024 0 GBP
Istanbul , Turkey 26 - May - 2024 20 - Jun - 2024 0 GBP
Bali , Indonesia 26 - May - 2024 20 - Jun - 2024 0 GBP
Singapore , Singapore 26 - May - 2024 20 - Jun - 2024 0 GBP
New York , United States 5 - May - 2024 30 - May - 2024 0 GBP
Amsterdam , Netherlands 5 - May - 2024 30 - May - 2024 0 GBP
Washington , United States 26 - May - 2024 20 - Jun - 2024 0 GBP
Dubai , UAE 9 - Jun - 2024 4 - Jul - 2024 0 GBP
Paris , France 9 - Jun - 2024 4 - Jul - 2024 0 GBP
Hong Kong , Hong Kong 9 - Jun - 2024 4 - Jul - 2024 0 GBP
Kuala Lumpur , Malaysia 16 - Jun - 2024 11 - Jul - 2024 0 GBP
Rome , Italy 16 - Jun - 2024 11 - Jul - 2024 0 GBP
Barcelona , Spain 16 - Jun - 2024 11 - Jul - 2024 0 GBP
Zurich , Switzerland 16 - Jun - 2024 11 - Jul - 2024 0 GBP
Istanbul , Turkey 23 - Jun - 2024 18 - Jul - 2024 0 GBP
Bali , Indonesia 23 - Jun - 2024 18 - Jul - 2024 0 GBP
Singapore , Singapore 23 - Jun - 2024 18 - Jul - 2024 0 GBP
London , UK 2 - Jun - 2024 27 - Jun - 2024 0 GBP
Madrid , Spain 2 - Jun - 2024 27 - Jun - 2024 0 GBP
Munich , Germany 2 - Jun - 2024 27 - Jun - 2024 0 GBP
Berlin , Germany 2 - Jun - 2024 27 - Jun - 2024 0 GBP
Washington , United States 23 - Jun - 2024 18 - Jul - 2024 0 GBP
New York , United States 2 - Jun - 2024 27 - Jun - 2024 0 GBP
Amsterdam , Netherlands 2 - Jun - 2024 27 - Jun - 2024 0 GBP
Dubai , UAE 7 - Jul - 2024 1 - Aug - 2024 0 GBP
Paris , France 7 - Jul - 2024 1 - Aug - 2024 0 GBP
Hong Kong , Hong Kong 7 - Jul - 2024 1 - Aug - 2024 0 GBP
London , UK 14 - Jul - 2024 8 - Aug - 2024 0 GBP
Madrid , Spain 14 - Jul - 2024 8 - Aug - 2024 0 GBP
Munich , Germany 14 - Jul - 2024 8 - Aug - 2024 0 GBP
Berlin , Germany 14 - Jul - 2024 8 - Aug - 2024 0 GBP
Kuala Lumpur , Malaysia 21 - Jul - 2024 15 - Aug - 2024 0 GBP
Rome , Italy 21 - Jul - 2024 15 - Aug - 2024 0 GBP
Barcelona , Spain 21 - Jul - 2024 15 - Aug - 2024 0 GBP
Zurich , Switzerland 21 - Jul - 2024 15 - Aug - 2024 0 GBP
Istanbul , Turkey 28 - Jul - 2024 22 - Aug - 2024 0 GBP
Bali , Indonesia 28 - Jul - 2024 22 - Aug - 2024 0 GBP
Singapore , Singapore 28 - Jul - 2024 22 - Aug - 2024 0 GBP
New York , United States 14 - Jul - 2024 8 - Aug - 2024 0 GBP
Amsterdam , Netherlands 14 - Jul - 2024 8 - Aug - 2024 0 GBP
Washington , United States 28 - Jul - 2024 22 - Aug - 2024 0 GBP
Dubai , UAE 4 - Aug - 2024 29 - Aug - 2024 0 GBP
Paris , France 4 - Aug - 2024 29 - Aug - 2024 0 GBP
Hong Kong , Hong Kong 4 - Aug - 2024 29 - Aug - 2024 0 GBP
Kuala Lumpur , Malaysia 11 - Aug - 2024 5 - Sep - 2024 0 GBP
Rome , Italy 11 - Aug - 2024 5 - Sep - 2024 0 GBP
Barcelona , Spain 11 - Aug - 2024 5 - Sep - 2024 0 GBP
Zurich , Switzerland 11 - Aug - 2024 5 - Sep - 2024 0 GBP
Istanbul , Turkey 18 - Aug - 2024 12 - Sep - 2024 0 GBP
Bali , Indonesia 18 - Aug - 2024 12 - Sep - 2024 0 GBP
Singapore , Singapore 18 - Aug - 2024 12 - Sep - 2024 0 GBP
London , UK 25 - Aug - 2024 19 - Sep - 2024 0 GBP
Madrid , Spain 25 - Aug - 2024 19 - Sep - 2024 0 GBP
Munich , Germany 25 - Aug - 2024 19 - Sep - 2024 0 GBP
Berlin , Germany 25 - Aug - 2024 19 - Sep - 2024 0 GBP
Washington , United States 18 - Aug - 2024 12 - Sep - 2024 0 GBP
New York , United States 25 - Aug - 2024 19 - Sep - 2024 0 GBP
Amsterdam , Netherlands 25 - Aug - 2024 19 - Sep - 2024 0 GBP
Dubai , UAE 22 - Sep - 2024 17 - Oct - 2024 0 GBP
Paris , France 22 - Sep - 2024 17 - Oct - 2024 0 GBP
Hong Kong , Hong Kong 22 - Sep - 2024 17 - Oct - 2024 0 GBP
London , UK 1 - Sep - 2024 26 - Sep - 2024 0 GBP
Madrid , Spain 1 - Sep - 2024 26 - Sep - 2024 0 GBP
Munich , Germany 1 - Sep - 2024 26 - Sep - 2024 0 GBP
Berlin , Germany 1 - Sep - 2024 26 - Sep - 2024 0 GBP
Kuala Lumpur , Malaysia 8 - Sep - 2024 3 - Oct - 2024 0 GBP
Rome , Italy 8 - Sep - 2024 3 - Oct - 2024 0 GBP
Barcelona , Spain 8 - Sep - 2024 3 - Oct - 2024 0 GBP
Zurich , Switzerland 8 - Sep - 2024 3 - Oct - 2024 0 GBP
Istanbul , Turkey 15 - Sep - 2024 10 - Oct - 2024 0 GBP
Bali , Indonesia 15 - Sep - 2024 10 - Oct - 2024 0 GBP
Singapore , Singapore 15 - Sep - 2024 10 - Oct - 2024 0 GBP
New York , United States 1 - Sep - 2024 26 - Sep - 2024 0 GBP
Amsterdam , Netherlands 1 - Sep - 2024 26 - Sep - 2024 0 GBP
Washington , United States 15 - Sep - 2024 10 - Oct - 2024 0 GBP
Dubai , UAE 20 - Oct - 2024 14 - Nov - 2024 0 GBP
Paris , France 20 - Oct - 2024 14 - Nov - 2024 0 GBP
Hong Kong , Hong Kong 20 - Oct - 2024 14 - Nov - 2024 0 GBP
Kuala Lumpur , Malaysia 27 - Oct - 2024 21 - Nov - 2024 0 GBP
Rome , Italy 27 - Oct - 2024 21 - Nov - 2024 0 GBP
Barcelona , Spain 27 - Oct - 2024 21 - Nov - 2024 0 GBP
Zurich , Switzerland 27 - Oct - 2024 21 - Nov - 2024 0 GBP
Istanbul , Turkey 6 - Oct - 2024 31 - Oct - 2024 0 GBP
Bali , Indonesia 6 - Oct - 2024 31 - Oct - 2024 0 GBP
Singapore , Singapore 6 - Oct - 2024 31 - Oct - 2024 0 GBP
London , UK 13 - Oct - 2024 7 - Nov - 2024 0 GBP
Madrid , Spain 13 - Oct - 2024 7 - Nov - 2024 0 GBP
Munich , Germany 13 - Oct - 2024 7 - Nov - 2024 0 GBP
Berlin , Germany 13 - Oct - 2024 7 - Nov - 2024 0 GBP
Washington , United States 6 - Oct - 2024 31 - Oct - 2024 0 GBP
New York , United States 13 - Oct - 2024 7 - Nov - 2024 0 GBP
Amsterdam , Netherlands 13 - Oct - 2024 7 - Nov - 2024 0 GBP
Dubai , UAE 17 - Nov - 2024 12 - Dec - 2024 0 GBP
Paris , France 17 - Nov - 2024 12 - Dec - 2024 0 GBP
Hong Kong , Hong Kong 17 - Nov - 2024 12 - Dec - 2024 0 GBP
London , UK 24 - Nov - 2024 19 - Dec - 2024 0 GBP
Madrid , Spain 24 - Nov - 2024 19 - Dec - 2024 0 GBP
Munich , Germany 24 - Nov - 2024 19 - Dec - 2024 0 GBP
Berlin , Germany 24 - Nov - 2024 19 - Dec - 2024 0 GBP
Kuala Lumpur , Malaysia 3 - Nov - 2024 28 - Nov - 2024 0 GBP
Rome , Italy 3 - Nov - 2024 28 - Nov - 2024 0 GBP
Barcelona , Spain 3 - Nov - 2024 28 - Nov - 2024 0 GBP
Zurich , Switzerland 3 - Nov - 2024 28 - Nov - 2024 0 GBP
Istanbul , Turkey 10 - Nov - 2024 5 - Dec - 2024 0 GBP
Bali , Indonesia 10 - Nov - 2024 5 - Dec - 2024 0 GBP
Singapore , Singapore 10 - Nov - 2024 5 - Dec - 2024 0 GBP
New York , United States 24 - Nov - 2024 19 - Dec - 2024 0 GBP
Amsterdam , Netherlands 24 - Nov - 2024 19 - Dec - 2024 0 GBP
Washington , United States 10 - Nov - 2024 5 - Dec - 2024 0 GBP
Dubai , UAE 15 - Dec - 2024 9 - Jan - 2025 0 GBP
Paris , France 15 - Dec - 2024 9 - Jan - 2025 0 GBP
Hong Kong , Hong Kong 15 - Dec - 2024 9 - Jan - 2025 0 GBP
Kuala Lumpur , Malaysia 22 - Dec - 2024 16 - Jan - 2025 0 GBP
Rome , Italy 22 - Dec - 2024 16 - Jan - 2025 0 GBP
Barcelona , Spain 22 - Dec - 2024 16 - Jan - 2025 0 GBP
Zurich , Switzerland 22 - Dec - 2024 16 - Jan - 2025 0 GBP
Istanbul , Turkey 1 - Dec - 2024 26 - Dec - 2024 0 GBP
Bali , Indonesia 1 - Dec - 2024 26 - Dec - 2024 0 GBP
Singapore , Singapore 1 - Dec - 2024 26 - Dec - 2024 0 GBP
London , UK 8 - Dec - 2024 2 - Jan - 2025 0 GBP
Madrid , Spain 8 - Dec - 2024 2 - Jan - 2025 0 GBP
Munich , Germany 8 - Dec - 2024 2 - Jan - 2025 0 GBP
Berlin , Germany 8 - Dec - 2024 2 - Jan - 2025 0 GBP
Washington , United States 1 - Dec - 2024 26 - Dec - 2024 0 GBP
New York , United States 8 - Dec - 2024 2 - Jan - 2025 0 GBP
Amsterdam , Netherlands 8 - Dec - 2024 2 - Jan - 2025 0 GBP

Course Syllabus

Introduction

This comprehensive course covers today's most effective theories and methods for managing service organizations, drawing on innovative insights from economics, consumer behavior, marketing, strategy, and operations management. This course is invaluable resource for senior and mid-level managers throughout any service organization, and for students and faculty in any graduate or upper-level undergraduate program in service management, service operations management, or operations management.

On completion of this course you should be able to: 

  • Tie customer-driven strategies to service operations and process management
  • Sharpen their focus on creating customer value throughout your entire service organization
  • Gain crucial insights into emerging service operation and supply chain topics
  • Reinforce the key points with up-to-date case studies. 
  • Understand and discuss linear and goal programming and its services applications
  • Discuss Service SCM methods and approaches, and Identify Ethical challenges to SCM
  • Gain knowledge of Service productivity, Vehicle routing and scheduling

Course Outline

Module 1:  Understanding Services

THE IMPORTANT ROLE SERVICES PLAY IN AN ECONOMY

  • What Are Services?
  • The Service Sector of the U.S. Economy
  • Theories Explaining the Growth of Services
  • Overview of the course

THE NATURE OF SERVICES AND SERVICE ENCOUNTERS

  • General Concept of a Productive System
  • Characteristics of Services
  • The Service Organization as a System
  • Service Encounters

CUSTOMERS: THE FOCUS OF SERVICE MANAGEMENT

  • Customers and Their Needs
  • Consumer Behavior and a Consumer Decision Model
  • Unique Aspects of Service Purchases
  • A Cultural Profile of American Customers
  • A Look into the Future

GLOBALIZATION OF SERVICES

  • International Trade in Services
  • Why Service Companies Go Global
  • Global Environment for Service Businesses
  • Forms of Globalization

SERVICE STRATEGY AND COMPETITIVENESS

  • Value
  • Strategy
  • Formulating a Competitive Service Strategy

ETHICAL CHALLENGES IN SERVICE MANAGEMENT

  • What Is Ethics?
  • Is There an Ethics Problem in Private and Public Sectors?
  • Challenges for Service Employees and Managers
  • Philosophical Theories of Ethics
  • Guidelines for Ethical Business Behavior

Module 2:  Building the Service System

TECHNOLOGY AND ITS IMPACT ON SERVICES AND THEIR MANAGEMENT

  • Process Technology and Information Technology
  • Technology in Services
  • Why Service Companies Invest in Technology
  • Technology as a Competitive Edge
  • Application Areas of Technology in Services
  • Information Systems
  • Enterprise Systems
  • Technology and the Future of Services

DESIGN AND DEVELOPMENT OF SERVICES AND SERVICE DELIVERY SYSTEMS

  • Why the Design Is So Important
  • Designing Quality and Value
  • Principles of Service Design
  • Design Process

SUPPLY CHAINS IN SERVICES AND THEIR MANAGEMENT

  • Developments Leading to the Emergence of Supply Chain Management
  • What Is a Supply Chain?
  • Supply Chains in Services and Their Characteristics
  • Some Other Characteristics of Service Supply Chains
  • Challenges for Service Supply Chain Managers

LOCATING FACILITIES AND DESIGNING THEIR LAYOUT

  • Location Selection
  • Quantitative Methods for Location Selection
  • Site Selection
  • Objectives of Facility Layout
  • Inputs to the Layout Problem
  • Layout Strategies
  • Office Layout
  • Retail Store Layout
  • Warehousing and Storage Layouts

Module 3:  Operating the Service System

 MANAGING DEMAND AND SUPPLY IN SERVICES

  • Why Matching Demand and Supply Is Such a Challenge in Services
  • Managing Demand
  • Managing Supply

SUPPLEMENT QUEUING AND SIMULATION

  • Basic Queuing System Configurations
  • Measuring the Queue's Performance
  • A Single-Channel Queuing Model
  • A Multichannel Queuing Model
  • More Complex Queuing Models and the Use of Simulation
  • Simulation as a Scheduling Tool
  • The Role of Computers in Simulation

SERVICE QUALITY AND CONTINUOUS IMPROVEMENT

  • Why Quality Is So Important
  • Quality Defined
  • Dimensions of Service Quality
  • The Gaps Model of Service Quality
  • Achieving Quality
  • Other Approaches to Achieving Service Quality
  • Reinforcing Quality Service

SUPPLEMENT TOOLS AND TECHNIQUES OF TOTAL QUALITY MANAGEMENT

  • Plan-Do-Study-Act Cycle
  • Tools of TQM
  • Process Control Charts

SERVICE PRODUCTIVITY AND MEASUREMENT OF PERFORMANCE

  • A Brief Background on Productivity
  • Why Productivity Is Important
  • Review of the Slowdown of U.S. Productivity Growth in the Recent Past
  • Raising Productivity
  • Service Productivity
  • Data Envelopment Analysis for Measurement of Service Efficiency

MANAGEMENT OF PUBLIC AND PRIVATE NONPROFIT SERVICE ORGANIZATIONS

  • Public and Private Nonprofit Organizations Defined
  • Significance of Public and Private Nonprofit Organizations
  • The Nature of Public Sector Organizations
  • The Nature of Private Nonprofit Organizations

Module 4: Tools and Techniques for Managing Service Operations

 FORECASTING DEMAND FOR SERVICES

  • The Demand Forecast as the Basis for Operations Planning
  • What Types of Service Outputs Are Forecast?
  • Factors That Affect the Choice of Forecasting Method
  • Time Series Forecasting Models
  • Causal (Associative) Forecasting; Regression Analysis
  • General Approaches to Forecasting

VEHICLE ROUTING AND SCHEDULING

  • Objectives of Routing and Scheduling Problems
  • Characteristics of Routing and Scheduling Problems
  • Routing Service Vehicles
  • Scheduling Service Vehicles
  • Other Routing and Scheduling Problems

PROJECT MANAGEMENT

  • Project Planning
  • Project Scheduling
  • Project Controlling
  • Project Management Techniques; PERT and CPM
  • PERT/Cost
  • Other Service Applications of PERT
  • A Critique of PERT and CPM

 LINEAR AND GOAL PROGRAMMING APPLICATIONS FOR SERVICES

  • Overview of Linear Programming
  • Graphical Solution to a Linear Programming Problem
  • Computer Solution to a Linear Programming Problem
  • Formulating Linear Programming Models
  • Goal Programming

SERVICE INVENTORY SYSTEMS

  • Characteristics of Service Inventories
  • The Input Material Decision Problem
  • Service Inventory Control Systems
  • Inventory Control Systems for Independent Demand Items
  • Inventory Planning
  • Requirements Planning for Dependent Demand 

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