Service Supply Chain Management



 
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1.00 hour
Online Self Study
SVC102

ID:1000000395
  • About
  • Registration

About the Course

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.

Course Description

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
  • Information gaps

Finally, the third area of course focus is the elements of service management.

  • Design
  • Planning
  • Execution

Learning Objectives

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.

Agenda

The following topics are included in this course:

  • Introduction
  • Challenges and elements
  • Service management flows and quality
  • Performance improvements
  • Improvement examples 1
  • Improvement examples 2
  • Opportunities
  • IBM case study
  • Saturn case study
  • Mopar case study
  • Conclusion
  • Assessment
None