Service Management

Enhancing Service Through People and Technology

Integrate human resource strategies and technology tools to improve service delivery.

Enhancing Service Through People and Technology
Track Service Management
Duration 30 hours
Skill Level Beginner
Language English

About this Course

Integrate human resource strategies and technology tools to improve service delivery.
Learning Mode: Learn at ALC or at Home

Detailed Course Curriculum

Hands-on module breakdown aligned with MKCL production standards and industry requirements.

  • Introduction to Service Culture
  • Service Culture
  • Corporate Culture
  • Clan Culture
  • Adhocracy Culture
  • Market Culture
  • Hierarchy Culture
  • Introduction to Service Culture
  • Service Culture  Organization
  • Building Blocks of Service Leadership
  • Common Service Language
  • Engaging Service Vision
  • Service Staff Recruitment
  • New Staff Orientation
  • Service Communications
  • Review, Recognition and Rewards
  • Voice of the Customer
  • Service Measures and Metrics
  • Service Improvement Process
  • Service Recovery and Guarantees
  • Service Benchmarking
  • Introduction to Role of employees and boundary-spanning roles
  • The Critical Role of Service Employees
  • The Service Triangle
  • External Marketing
  • Internal Marketing
  • Interactive Marketing
  • Employee Satisfaction, Customer Satisfaction, and Profits
  • The Effect of Employee Behaviours On Service Quality Dimensions
  • Effect on Reliability
  • Effect on Responsiveness
  • Effect on Assurance
  • Effect on Empathy
  • Effect on Tangibles
  • Introduction to Role of employees and boundary-spanning roles
  • Boundary-Spanning Roles
  • Emotional Labour
  • Sources of Conflict
  • Personal/ Role Conflict
  • Organisation/ Client Conflict
  • Inter-Client Conflict
  • Role of Boundary Spanners in Business
  • Within the Department
  • Within Business Units
  • With Other Businesses
  • Quality/ Productivity Trade-Offs
  • Introduction to Strategies for delivering service quality through people
  • Strategies for Delivering Service Quality Through People
  • Hiring Employees
  • Competing for Talent
  • Period of Employment
  • Train for Technical and Interactive Skills
  • Empower Employees
  • Promote Teamwork
  • Provide Needed Support Systems
  • Measure Internal Service Quality
  • Provide Supportive Technology and Equipment
  • Develop Service-Oriented Internal Processes
  • Leadership
  • This is what makes employees happy at work _ The Way We Work, a TED series
  • Introduction to Strategies for delivering service quality through people
  • Workplace Culture
  • Pace of work
  • Distinction between personal and professional
  • Respect
  • Mental health
  • Values as a strategy
  • Aligned Values
  • Passion
  • Transparency
  • Customer inputs to improve service quality
  • Introduction to Importance of customers in service co-creation
  • Why Is Co-creation Important?
  • Six Factors of Motivation
  • Type of Customer
  • Types of Co-creation
  • The key factors to consider before engaging in a co-creative approach
  • Different Ways and Approaches to Co-Creation
  • Introduction to Importance of customers in service co-creation
  • Ongoing Co-creation
  • Customer Feedback-driven Approach
  • Marketing
  • Product Or Service
  • Marketing Approach
  • Demographic segmentation
  • Geographic segmentation
  • Psychographic segmentation
  • Behavioural segmentation
  • Introduction to Customers’ roles and self-service technologies
  • Definition Man
  • Types of Customers
  • Customers’ Roles
  • Customers as Productive Resources
  • Customers as Contributors 1
  • The Rapid Growth of the Internet & Supporting Technologies
  • Introduction to Customer’s roles and self-service technologies
  • Self-Service Technologies – The Ultimate in Customer Participation
  • A Proliferation of New Self-Service Technologies
  • Case Study – The vending machines of Japan
  • Customer Usage of Self-Service Technologies
  • Success with Self-Service Technologies
  • Case Study -An unmanned grocery store -The ultimate Self Service Technology
  • Introduction to Strategies for enhancing customer participation
  • Customer experience
  • Customer Engagement
  • Advantages of Customer
  • Disadvantages of Customer
  • Strategies for Enhancing Customer  Participation
  • Define Customers Roles
  • Strategies for Enhancing Customer Participation
  • Companies Getting Creative with Customer
  • Introduction to Strategies for enhancing customer participation
  • Recruit, Educate and ?Reward Customers
  • Recruit the Right Customers
  • Educate & Train Customers
  • Reward Customers for Their Contributions
  • Manage OThe Customer Mix
  • Case Study – Ritz Carlton
  • Employee Role in Customer Participation
  • Introduction to lack of inventory capability
  • Lack of Inventory Capability
  • Demand v/s Supply
  • Simultaneous Production and Consumption
  • Intangibility
  • Differences in Buffering
  • Variability in Offering
  • Variability in Quality of Service
  • Substantive v/s Peripheral Benefits
  • Introduction to Lack of inventory capability
  • Capacity Constraints
  • Assessment of Capacity Constraints
  • Time
  • Labour
  • Equipment
  • Facilities
  • Deployment of a centralised management structure
  • Role of Centralised Management in Service Delivery Mechanisms
  • Consolidation of Functions
  • Process Documentation and Monitoring
  • Expertise Sharing
  • Introduction to Strategies for matching capacity with demand
  • Case Study - Haldiram’s
  • Shifting Demand to Match Capacity
  • Modifying Timing and Location of Service Delivery
  • Offering Incentives for Non Peak Usage & Charge Full Price
  • Communicate with Customers & Set Priorities
  • Educate Customers
  • Vary How the  Facility Is Used
  • Vary the Service Offering
  • Differentiate on Price
  • About Taco Bell
  • About Amazon
  • Adjusting Capacity to Meet Demand
  • About Medimix
  • Increasing Capacity Temporarily
  • About H&M
  • Adjusting Use of Resources
  • Introduction to Waiting line strategies
  • What is Waiting Line
  • The Demand does not match the Supply
  • Rule of thumb for Waiting Line management
  • Dynamics of the waiting line
  • Concerns that Properly managing waiting lines
  • Frequency of arrival of customers
  • Remaining Competitive
  • Investing in The Right Things
  • Cost-effective Systems
  • Investment in The Future
  • Introduction to Waiting Line Strategies
  • Key Factors of Cost Optimisation
  • Elements and Operation of Waiting Lines
  • Stages of Fluctuation in a waiting line
  • Understanding Demand Pattern
  • Non Predictable Demand
  • Variation In The Service Offering
  • Communication with the Customer
  • Modification of Timing and Location of Service Delivery
  • Understanding Customer Price Sensitivity
  • Mahindra Resort
  • Case Study- Singapore Airlines
  • Case Study- Target
  • Case Study- B Dalton
  • Case Study- Flipkart
  • Case Study- Ritz Carlton
  • Case Study- Local Saree Store
  • Case Study- Lego
  • Case Study-  Exl Service Holdings
  • Case Study-  Indigo Airlines
  • Case Study/ Saregama
  • Case Study/ My Airtel App, Makemytrip & VLCC
  • Case Study/ Sodexo, DHL &  Coca- Cola
  • Case Study/ BMW & Unilever
  • Case Study/ IKEA
  • Case Study / Bookmyshow
  • Case Study / Bookmyshow 1
  • Case Study / Bookmyshow 2
Eligibility Criteria
• Basic knowledge of computers and keen desire to build skills in this field.
• Open to students, job seekers, and working professionals.
Official Certification
• Official MKCL KLiC Certificate upon successful completion of the course and evaluations.
Work-Centric Learning Approach
• Step 1: Learners are given an overview of the course and its connection to life and work
• Step 2: Learners are exposed to the specific tool(s) used in the course through the various real-life applications of the tool(s).
• Step 3: Learners are acquainted with the careers and the hierarchy of roles they can perform at workplaces after attaining increasing levels of mastery over the tool(s).
• Step 4: Learners are acquainted with the architecture of the tool or tool map so as to appreciate various parts of the tool, their functions, utility and inter-relations.
• Step 5: Learners are exposed to simple application development methodology by using the tool at the beginner’s level.
• Step 6: Learners perform the differential skills related to the use of the tool to improve the given ready-made industry-standard outputs.
• Step 7: Learners are engaged in appreciation of real-life case studies developed by the experts.
• Step 8: Learners are encouraged to proceed from appreciation to imitation of the experts.
• Step 9: After the imitation experience, they are required to improve the expert’s outputs so that they proceed from mere imitation to emulation.
• Step 10: Emulation is taken a level further from working with differential skills towards the visualization and creation of a complete output according to the requirements provided. (Long Assignments)
• Step 11: Understanding the requirements, communicating one’s own thoughts and presenting are important skills required in facing an interview for securing a work order/job. For instilling these skills, learners are presented with various subject-specific technical as well as HR-oriented questions and encouraged to answer them.
• Step 12: Finally, they develop the integral skills involving optimal methods and best practices to produce useful outputs right from scratch, publish them in their ePortfolio and thereby proceed from emulation to self-expression, from self-expression to self-confidence and from self-confidence to self-reliance and self-esteem!

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Admissions Open 2026

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Course Overview
  • Duration: 30 hours
  • Track: Service Management
  • Skill Level: Beginner
  • Language: English
  • Mode: Learn at ALC or at Home
  • Certificate: Official MKCL
Key Course Highlights:
  • Define and differentiate between service culture and organizational culture, identifying how each influences service delivery.
  • Gain insights into the critical role of employees in delivering quality service and maintaining customer satisfaction.
  • Develop strategies for recruiting, training, and empowering employees to enhance service quality and customer experiences.
  • Understand the importance of customer engagement and co-creation in service delivery and develop tactics to encourage customer participation.
  • Be proficient in assessing and managing inventory capability and capacity constraints to meet customer demands effectively.
  • Learn various waiting line management strategies to minimize customer wait times and optimize resource utilization.
  • Analyze and interpret real-world case studies to apply theoretical knowledge to practical scenarios, fostering critical thinking and decision-making abilities.
  • Equipped with the skills necessary to identify, analyze, and address challenges related to service quality, customer satisfaction, and organizational culture.
  • Develop a comprehensive understanding of the interplay between service culture, employee roles, customer participation, and organizational success.
  • Be prepared to contribute effectively to service-oriented organizations through their understanding of service culture, employee engagement, and customer-centric strategies.
  • Assess appropriate solutions for the challenges presented, while practicing humanistic, ethical, and moral values in real-life situations
  • Develop project management skills to efficiently plan and execute projects
  • Make judgment and make decisions, based on the analysis and evaluation of information and work scenarios.
  • Predict and cater to own learning needs relating to the assigned task/work by accessing appropriate learning resources.
  • Pursue self-paced and self-directed learning.
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