Fundamentals of Service Management



 
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4.00 hours
Online Self Study
SVC101

ID:69
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About the Course

This Online Self-Study introduces you to Service Management and its different segments.

Course Description

Fundamentals of Service Management is intended for those who have a basic understanding of the supply chain area but little or no experience in service management, or who have an understanding of one segment of service management and need to learn about the others.

Learning Objectives

Upon completion of this course, you will be able to:

  • Describe the segments that comprise service management, specifically customer interaction, service parts management, service labor, and warranty and revenue management, as well as how they interact with each other.
  • Describe the different activities that comprise typical service management work.
  • Describe how service management interacts with other areas within a business, as well as with third parties.
  • Articulate the characteristics that are unique to service management as compared to typical supply chain characteristics.
  • Articulate the value proposition of the service management capability in terms of the value it brings and the need to adapt to changing business conditions.
  • Comprehend the strategies typically employed to deliver service management capabilities, specifically eCommerce, alliances, and technology.

Agenda

The following topics are covered in this course:

  • Customer Interaction
  • Service Parts Management
  • Service Labor
  • Warranty and Revenue Management
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