Service Management

Overview:
To meet the objective of satisfying customers' needs and even exceeding them profitably, organisations must first discover and understand what customers expect and must then design, organise and operate their businesses so as to meet these expectations.

This programme emphasises how organisational behaviour and the functions of marketing and operations are integrated to deliver excellent service and increase the levels of value that customers expect.

Programme:

• The service-profit chain
• Developing a service vision
• Understanding customer needs
• Service design and new product development
• Creating customer value
• Capacity planning and demand management
• Managing service operations
• Service recovery strategy
• Leading and motivating people
• Organisational values and culture
• Measuring customer satisfaction
• Establishing and measuring service quality standards

For:
Company owners, senior executives and managers in service and manufacturing companies who wish to strengthen their competitive position by increasing their attention to service.

Date: 15 - 19 October 2012
Fee: N 350,000