This one-hour online self study training course provides an overview of
strategies within the service management field. It highlights each strategy
and illustrates how to effectively implement them. It also uses company
examples to show best practices within the various strategies.
In this online self study training course, professor Hau Lee reviews the topic
of service management, focusing on how to execute the most effective
strategies within the field. The course focuses on three areas.
The first is the reasons why after-sales service is so important.
Source of revenue
Potential catastrophic consequence to customer
Means of product differentiation
Creation of goodwill
Feedback for product improvement
Customer loyalty and retention
Upgrade (up-sell) and cross-sell opportunities
The second is the challenges of service management.
Not viewed as glamorous
Lack of top management attention
High turnovers of personnel with skills
Proliferation of stock-keeping units
Support of multiple generations of products
High pressure of customer service
Demanding, irate, impatient customers
Finally, the third area of course focus is the elements of service management.
At the end of this course, participants will be able to:
Discuss the importance and challenges of service management.
Explain how to design effective service supply chains.
Discuss improvement opportunities within service management.
Provide industry examples of successful service supply chain management.