Track
Service Management
Duration
60 hours
Skill Level
Intermediate
Language
English
About this Course
Understand workflows, capacity, and customer handling in service environments.
Learning Mode: Learn at ALC or at Home
Detailed Course Curriculum
Hands-on module breakdown aligned with MKCL production standards and industry requirements.
- Supply Chain Management
- History of Supply Chain Management 1
- The increasing popularity of ‘Logistics’
- The Technological Revolution
- Globalization
- Components of Supply Chain Management
- Components of Supply Chain Management 2
- Service Supply Chain Management
- Supply Chain Models
- Characteristics of Service Supply Relationships
- Four categories of Services
- Customer – Supplier Duality
- Service Supply Relationships – Hubs, Not Chains
- Service Capacity
- Management of Service Relationships
- Web 1.0 vs Web 2.0
- Social Media
- Social Media Networks
- Characteristics of Social Media
- Social Media for Competitive Strategy and Edge
- Customer Convenience
- Co-creation
- Lego Case Study
- Attributes of Professional Service Firms
- Service Consulting Firms
- Service Consulting Applied to the 5 Ps
- Service Consulting Workflow
- Strategies and Tips for Service Consultants
- Globalization & Outsourcing
- Outsourcing
- Definition & Example of Outsourcing
- Fundamentals Of Outsourcing
- Benefits of Outsourcing
- Core Competency
- Costs
- Costs- Labour Costs
- Costs- Overheads
- Costs- Cash Flow
- Access to Expertise and Infrastructure
- Risk Mitigation
- Economy of Scale
- Risks and Challenges in Outsourcing
- Risk Factor
- Cultural Differences, Miscommunication
- Substandard Quality
- Loss of Control
- Atrophy of In-House Capabilities
- Loyalty Compromised
- Classification of Businesses for Outsourcing
- Domestic Growth and Expansion
- Talking Head Section
- Definition Coach 1
- Domestic Growth and Expansion - 2
- Domestic Growth and Expansion - 3
- UltraTech Case Study
- Focused Service
- Definition Coach 2
- Focused Service - 2
- Focused Network
- Clustered Service
- Definition Coach 3
- Clustered Service - 2
- Definition Coach 4
- Diversified Network
- Definition of a franchise
- Domino’s Pizza- Case Study
- Reasons for franchising
- Retail franchising
- Definition for Retail Franchising
- Retail franchising 2
- Benefits to retailers from Franchising
- Five Points of Entry in Indian Markets
- Procedure to get a Franchise
- Issues that Franchises Face
- Franchisee Autonomy 1
- Definition for Franchisee Autonomy
- Franchisee Autonomy 2
- Franchise Contract
- Conflict Resolution
- Understanding Globalization
- Benefits of Globalization
- Challenges of Globalization
- Strategies for Globalization / Global strategy
- 5 C’s of Strategic Planning /Customers
- Currency
- Country
- Glocalization
- Planning Transnational Operations
- Cultural Transferability
- Labour Market Norms
- Host-Government Policy
- The 5 Ps in Action
- Fundamentals of global Service Strategy
- Multi country expansion
- Importing customer
- Following the Customer
- Follow the Customer Strategy
- Service Offshoring
- Swiss Post Solutions- Case Study
- Beating the Clock
- Generic Strategies / Demand Management
- Level Capacity
- Customer induced variability / Arrival Variability
- Chase Demand
- Segmenting Demand
- Offering Pricing Incentives
- Promoting Off Peak Demand
- Developing Complimentary Services
- Reservation Systems & Overbooking
- Demand and Supply
- Demand Fulfilment
- Service Capacity
- Capacity Planning and Management
- Measuring Service Capacity
- Capacity Managers
- Strategic Capacity Management Techniques
- Weekly Work Shift Scheduling
- Weekly Work Shift Scheduling with days of constraint
- Work shift Scheduling Process
- Alternate Ways of Strategic Capacity Management
- Sharing Capacity - Coworking Case Study
- Why used Yield Management
- Calculating Yield
- Factors that influence yield management
- Tips for Yield Management
- Case Study Spice-jet Airlines
- Benefits of Yield Management
- What is Yield Management
- History of Yield Management
- Prerequisite for Yield Management
- Applications of Yield Management
- Strategy for Yield Management
- Yield Management - Roles
- Case Study- Holiday Inn
- Case Study- Ryder First
- Case Study- Restaurant Catering Software
- Case Study- Amtrak
- Fundamental differences
- Prerequisite for yield management:
- Reasons to use yield management systems
- Yield Management System
- Yield Management Process
- Yield Management: Effectiveness and Advantages
- Yield Management Risks
- Selling the right product
- To the right customer
- At the right time
- For the right price
- Case study in Publishing
- Myths about Yield Management
- Queue
- Waiting and wait times can be relative 03. waiting and wait times can be relative
- The economics of waiting
- Long term revenue losses incurred By losing loyal customers
- Definition of Queues
- The Variant Nature of Queues
- The Psychology of Waiting
- Strategies to Fill the Gaps in Waiting Times
- Definition Section
- Queuing discipline categories
- Definition of service, outputs and queuing theory
- Queuing network
- Calling population
- Queuing theory
- Definition of Queuing Model
- Types of Customer Arrivals
- Queuing theory -1
- Arrival Rate
- Application
- Inter-arrival Time
- Mathematical examples of Arrival rate
- Characteristics of Poisson distribution
- Characteristics for infinite calling population scenarios
- Characteristics for finite calling population scenarios
- Definition of Queue Configuration
- Queue Configuration
- Token Management System
- Finite Queue
- Classification of Queue Configurations
- Finite Queue
- Configurations of Queues
- Kendall Notation
- Definition of Kendall’s Notation
- Queuing Discipline
- Service process
- Understanding Service Process
- Service Process Matrix
- Layout Design / Organizational Structure
- Steps for Managing Service Processes
- Case Study Vodafone
- What is Capacity Planning
- Effective Capacity
- Capacity Scaling
- Capacity Planning Strategies
- Types of Capacity Planning Strategies
- Benefits of Capacity Planning Strategies
- Analytical Queuing Models
- What causes Queue?
- Types of Variations
- Why is there a need to model Queues?
- What information is required to model a queue?
- What information is required to model a queue?
- Fundamentals of Queuing Models
- Standard M/M/1 Model - 1
- Mr. Satish statistician
- Standard M/M/1 Model - 2
- Kendall Notation
- Queuing Theory - History and Importance
- Littles Law
- M/G/1 Model
- M/G/1 Model Example
- M/G/∞ Model
- M/M/1 Model
- Other Queueing Models
- Capacity Planning Criteria
- Queuing Theory
- Average Customer Waiting Time 1
- Average Customer Waiting Time 2
- Average Customer Waiting Time 3
- Organizational aspects
- Difference between Capacity and Resources
- Planning phase for Franchise
- Capacity Planning
- Check List
- Estimating Future Capacity Requirements
- Evaluate Existing Capacity and Identify Gaps
- Identify Alternatives
- Conducting Financial Analysis
- Assess Key Qualitative Issues
- Select One Alternative
- Implement Alternative Chosen
- Monitor Results
- Evolution of Management Philosophy
- Case Study of John Deere
- Case Study of KFC
- Information Overload
- How has the context changed?
- What is System’s Thinking?
- A system acts upon its environment and is also acted upon by the environment
- System’s Approach has created structure of Shared services
- Application of System’s Theory to Management
- Fixes that fail
- Shifting the Burden
- Limits to success
- Drifting goals
- Tragedy of the commons
- Applications for system archetypes
- Application Simulations in System Dynamics Models
- Predator-Prey Dynamics
- Generating Random Variables and Discrete-Event Simulation 1
- Types of Variables
- Types of Random Variables
- What is Probability?
- What is a random experiment?
- What is called Conditional Probability?
- Basic Distribution
- Continuous Variable
- Continuous Probability Distribution_0103. Continuous Probability Distribution_01
- Normal Distribution Function
- Simulated models
- Fundamental methods of random variation generation
- Discrete Event Simulation
- Discrete Event Simulation Vs. Continuous Dynamic Simulation
- Service Simulation Models
- Elements of service systems
- Characteristics of Service Systems
- Simulation Applications in Service Systems
- Model Considerations
- Model Logic and Model Data
- Model Parameters and Decision Variables
- Single Server Simulation
- Bank Simulation Example
- Clinic Simulation Using Arena
- Waiting Line Management Case 1- Car Rental 01
- Waiting Line Management Case 1- Car Rental 02
- Waiting Line Management Case 1- Car Rental 03
- Waiting Line Management Case 2- Health Care
- Care Study - Venkatesh Nursing Home Bihar
- Waiting Line Management Case 2- Health Care 01
- Capacity
- General Motors
- Brand value
- Cisco Systems
- Network Congestion
- Network Management Protocols
- Quality of Service
- Sizing and Utilization
- Cisco IOS®
Eligibility Criteria
• Basic knowledge of computers and keen desire to build skills in this field.
• Open to students, job seekers, and working professionals.
• 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!
• 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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Join our upcoming batch at ZICA Kalyani center with certified instructors.
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