Length
3 Days
Start Date
October 2
Fee
N275, 000
Location
Lagos

To meet the objectives of satisfying customers’ needs and even exceeding them profitably, organizations must first discover and understand what customers expect and must then design, organize and operate their businesses so as to meet these expectations.

 

Programme Curriculum

  • Service operations strategy
  • Developing a service vision
  • Service profit chain
  • 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
  • Organizational values and culture
  • Measuring customer satisfaction
  • Establishing and measuring service quality standards
  • Ethical issues in service management

Target Audience

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

 

Faculty

  • Dr. Obinna Muogboh
  • Dr. Frank Ojadi
  • Dr. Yinka David-West
  • Dr. Larry Osa-Afiana
  • Emeka Ojiabo
  • Dr. Franca Ovadje
  • Rose Ogbechie.

A very rich and rewarding experience comparable to the best practices. A rich program both in theory and in case studies. Very high level faculty with relevant industry experience.”

Upcoming Sessions

2019

Currently, there are no Upcoming Sessions


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