Track
Service Management
Duration
60 hours
Skill Level
Intermediate
Language
English
About this Course
Gain insights into effective management and conduct structured business research.
Learning Mode: Learn at ALC or at Home
Detailed Course Curriculum
Hands-on module breakdown aligned with MKCL production standards and industry requirements.
- Definition Of Management
- The 6 Ms of Management
- The Qualities of Management
- The Functions of Management
- The Essential Nature of Management and Management Hierarchies
- Essential Managerial Skills
- Characteristics Of Highly Successful Companies
- Technology
- Globalisation
- Productivity, Effectiveness, And Efficiency
- Management - Science or Art?
- Definition Of Pluralism (Definition Template)
- What Is Pluralism?
- Types Of Pluralism
- Pluralistic Approach to Industrial Relations
- Technological & Innovative Environments
- Invention & Innovation
- Types Of Innovation
- Balancing Incremental and Disruptive Innovation
- The Ecological Environment
- Business & Environment – The Interaction
- Definition- Corporate Social Responsibility
- Social Responsibility and Social Responsiveness
- Definition- Social Responsiveness
- Advantages And Disadvantages of Social Responsibility
- Reaction Or Pro action
- Role Of Government
- Introduction To Ethics
- Definition- Ethics
- The Case For ‘Ethics’
- Institutionalizing Ethics
- Factors For Raising Ethical Standards
- Definition- Whistle Blower
- Trust And Change Management
- What Are Multinational Corporations?
- History Of MNCs
- Types Of MNCs
- Characteristics Of a Multinational Corporation
- Advantages And Disadvantages of Multinational Corporations
- Challenges For MNCs
- The Future of MNCs
- Definition- Country Alliances
- Country Alliances
- Economic Blocs
- Definition- Economic Blocs
- European Union
- North American Free Trade Agreement (NAFTA)
- The Free Trade Area of The Americas (FTTA)
- Association Of Southeast Asian Nations (ASEAN)
- Competitive Advantage
- India’s Role in the World Economy
- Span Of Control
- Departmentation
- Departmentation By Enterprise Function
- Departmentation By Territory or Geography
- Departmentation By Customer Group
- Departmentation By Product
- Matrix Model of Management Organisation
- Pros And Cons of Matrix Management Structures
- Steps To Implement Successful Matrix Management Structures
- Strategic Business Units
- Implementation & Planning
- Levels Of Management
- Upper Level of Management
- Middle Level of Management
- Lower Level of Management
- The Role of a Manager
- What Is Management?
- Definition- Management
- Management Theories or Thoughts
- Evolution Of Management Thought
- Fredrick Winslow Taylor and Scientific Management
- Henri Fayol
- Hawthorne Studies
- Peter Drucker
- Understanding Management
- Functional Areas of Management
- Production Management
- Marketing Management
- Financial Management
- Personnel Management
- Effective Management
- Effectiveness And Efficiency
- Determinants Of An Effective Manager
- Organization
- Organizing
- Organization Structure
- Formal And Informal Organization
- Organizing As a Process
- Departmentalization
- Narrow & Wide Span of Management
- Entrepreneurship
- Intrapreneurship
- Innovation And Entrepreneurship
- Re-Engineering Organization
- Organizational Structure, Authority and Power
- Types Of Authority
- What Is Power?
- Authority Vs Power
- Empowerment
- Systems For Employee Empowerment
- Centralization & Decentralization
- Advantages & Disadvantages
- Delegation
- Delegation Of Authority
- Types Of Delegations
- Classification Of Delegation
- Avoiding Failure Of Delegation
- Overcoming Weak Delegation
- Delegation: Advantages & Limitations
- Organisation Planning
- Organisational Inflexibility &Amp; Reorganisation
- The Need for Readjustment and Change
- Making Staff Work Effective
- Avoiding Conflict by Clarification
- Organisation Charts
- Importance Of Informal Organisation & The Grapevine
- Organisation Culture
- The Influence Of Leaders On Organization Culture
- Reasons For Having Strategies
- Differences Between Strategy and Policy
- The 5 P’S Of Strategic Planning
- Crafting Strategic Planning Approaches
- Strategic Planning Process
- Swot Matrix
- The Blue Ocean Strategy
- Business Portfolio Matrix
- Products And Services
- Marketing Strategies
- Definition- Marketing Strategies
- Developing Marketing Strategies
- Hierarchy Of Company Strategies
- Industry Analysis
- Generic Strategies
- Premising & Forecasting
- Forecasting
- Delphi Technique
- Definition: Objective
- Objectives
- Hierarchy Of Objectives
- Economic Objectives
- Social Objectives
- Definition: Mission
- Business Objectives
- Objectives And Organisational Hierarchy
- Multiplicity Of Objectives
- How To Set Objectives
- Quantitative And Qualitative Objectives
- Management By Objectives
- Benefits & Failures Of Management By Objectives
- Introduction
- Definition- Vision & Mission
- Vision & Mission
- Missions Or Purposes
- Objectives Or Goals
- Strategies
- Definition- Strategy
- Policies
- Procedures
- Rules
- Programs And Budget
- Definition- Planning Process
- Case Study Gail
- Steps Of Planning
- Being Aware Of Opportunities
- Establishing Objectives
- Definition- Objectives
- Developing Premises
- Determining Alternative Courses
- Evaluating Alternative Courses
- Selecting A Course
- Formulating Derivative Plans & Budgeting
- Definition- Decision Making
- Steps In Decision Making
- Types Of Decisions
- Factors Affecting Making Effective Decisions
- Decision Making In Modern Management
- Rational Decision Making & Its Process
- Benefits And Limitations
- Limited, Or “Bounded,” Rationality
- Selecting Alternatives
- Experience & Experimentation
- Programmed And Non- Programmed Decision
- Differences
- Decision Making Under Certainty, Uncertainty And Risk
- Decision Trees
- The Creative Process
- Insight And Logical Formulation
- Group Decision Making
- Advantages & Disadvantages Of Group Decision Making
- The Creative Manager
- Invention And Innovation
- Introduction to Research
- Research as a Scientific Method
- Objectives of Research
- Criteria of Good Research
- Significance of Research
- Research Process
- Formulating the research problem
- Extensive literature survey
- Development of a working hypothesis / Preparing the research design
- Determining sample design
- Preparing the research design
- Execution of the project
- Analysis of data
- Hypothesis-testing
- Generalization and interpretation / Preparation of the report or thesis
- Problems Encountered By Researchers in India
- Introduction to Primary and Secondary Research
- Definition of Research
- Purposes of Research
- Primary Research Vs Secondary Research
- Primary Market Research Methods
- Surveys
- Surveys
- Focus Group
- Focus Group
- Observations
- Observations
- Advantages of Primary Research
- Disadvantages of Primary Research
- Descriptive Research and Analytical Research
- Descriptive research can be conducted through 3 distinct methods
- What is Analytical Research?
- Quantitative and Qualitative
- Fundamental Research
- Conceptual Research
- Empirical Research
- Introduction to Data Collection
- Method of Observation
- Structured observation
- Advantages of the interview method
- Advantages and Disadvantages of telephone interviews
- What data collecting using Schedules entails
- Introduction to Data Collection
- Methods of Data Collection for Primary Data
- The most important Projective Techniques
- Methods of Data Collection for Secondary Data
- Best secondary data gathering strategy
- Key elements of the case study method
- Introduction to Surveys
- What is a Survey?
- What is a Survey?
- What is a Survey?
- What is a Survey?
- What is a Survey?
- Sub characteristics of Survey
- Probability sampling
- Non - Probability sampling
- Survey Methodology / Cross-sectional Studies
- Longitudinal studies
- Surveys
- Ways of Surveys Distribution
- Survey Data Analysis
- Cross-Tabulation
- Trend Analysis
- Conjoint Analysis
- TURF Analysis
- Gap Analysis
- SWOT Analysis
- Text Analysis
- Type of Surveys
- How to Design a Good Survey?
- Introduction to Sampling
- Definition of Sampling
- What is the Purpose of Sampling
- What is the Purpose of Sampling_1
- Types of Sampling
- Probability Sampling Types of Sampling
- Probability Sampling Types of Sampling
- Non Probability Sampling
- Non Probability Sampling
- How to determine sample size
- Sample Size can be determined by a range of constraints
- Characteristics of a Good Sample Design
- Goal Orientation
- Representative Nature of the Sample
- Proportionality
- Random Selection
- Measurability
- Minimization of Sampling Error
- Controllable Bias
- Economic Viability
- Practicality
- Provision of Actual Information
- Steps in Sample Design
- Defining the target population
- Specifying the Sampling Frame
- Specifying the Sampling Unit
- Selection of the Sampling Method
- Determination of sample size
- Specifying the sampling plan
- Focus Group
- When to do a Focus Group
- When not to do a Focus Group
- Market Research Two Major Modes
- Survey Research
- Survey Research
- Focus Group
- Focus Group
- Differences Between Survey Research and Focus Group
- Two Major Considerations in the Preparation of a Focus Group
- High-quality Focus Group
- Key Things to Consider in the Analysis of Focus Groups
- Types of Focus Groups -1
- Moderating Mini-Groups Within a Group
- Contrasting Approaches
- Building Rapport
- Dueling Moderator Focus Group-1
- Respondent Moderator Focus Group
- Remote Focus Group
- Introduction to Questionnaire design and administration
- Good Questionnaire Qualities
- Questionnaires vs. Surveys
- Seven Principles to Designing a Questionnaire
- Keep 5 Persons in Mind
- 5 Sections of Questionnaire
- 10 Point Checklist
- Keep 12 Things in Mind for Formulating a Final Question
- The Key Terms
- Introduction to Questionnaire design and administration
- Matching the questionnaire to the objective
- Attitudinal Questions
- Classification Questions
- How to perceive the end objective of questions
- The open response-option questions
- The flow of the questionnaire
- Introduction to Research Report Writing
- What is a Research Report?
- Importance of a Research Report
- Knowledge Transfer
- Knowledge Transfer
- Identification of Knowledge Gaps
- Identification of Knowledge Gaps
- The Understanding of Market Needs and Peculiarities
- The Understanding of Market Needs and Peculiarities
- The Presentation of Precise and Concise Information
- The Presentation of Precise and Concise Information
- Time-efficiency and Practicality
- Time-efficiency and Practicality
- Types of Research Reports
- Qualitative Research Report
- Quantitative Research Report
- Technical Research Report
- The popular research report
- What it takes to write a research report
- Standard Structure
- Title
- Table of Contents
- Abstract
- Introduction
- Literature Review
- Account of Investigation
- Research Methodology
- Data Analysis
- Findings
- Discussion
- 4 Main Factors Based on Ethical Framework
- An Ethical Conundrum - 1
- What is Research
- Five Stages of Research
- Code of Conduct
- Code of Ethics
- Difference between Code of Ethics and Code of Conduct
- Research Ethics
- Types of Research ethics
- Ethics codes
- Honesty and Integrity
- Honesty and Integrity
- Objectivity
- Objectivity
- Carefulness
- Carefulness
- Openness
- Openness
- Respect for Intellectual Property
- Respect for Intellectual Property
- Confidentiality
- Confidentiality
- Legality
- Legality
- Human Subjects Protection
- Human Subjects Protection
- Ethical Dilemmas
- Research Design
- Skill Level of Researcher
- Allocation of Credit
- Authorship / Mentorship / Conflict of Interest
- Informed Consent / Misconduct / Participant Recruitment
- Researcher - Participant Relationship / Reproducibility Issues / Protocol Deviation
- Understanding of the Whole Consumer & Market Intelligence
- Understanding of the Adjacent Markets
- Smart Surveys
- Metric Quality while Conducting the Research
- Discovering and Redefining Customer Experiences or CX
- Customer Loyalty
- Methods And design
- Beauty Segment
- Formal Case Studies
- Case Study QSR
- Case Study - Automobile parts manufacturer
- Hallmark & exclusive Members community
- Case study L’oreal
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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