Track
Service Management
Duration
30 hours
Skill Level
Beginner
Language
English
About this Course
Understand the role of the service sector in today’s economy and its evolving dynamics.
Learning Mode: Learn at ALC or at Home
Detailed Course Curriculum
Hands-on module breakdown aligned with MKCL production standards and industry requirements.
- Role of Services in an Economy Introduction
- The service sector
- Facilitation role of services in an economy
- Economic evolution
- Development and structure of services sector GDP in India
- Sectoral growth rate
- Remarkable growth observation in India’s service sector –an international comparison
- Sectoral Composition of GDP Growth
- Contribution of services sub-sectors to India’s GDP
- Reasons for the growth of Services in India
- Employment in the services sector
- Indian service sector
- Service sector in India: some issues & challenges
- Prospects for Growth in the Services Sector
- Role of Services in an Economy Introduction
- Hunting-and-Gathering Societies
- Horticultural and Pastoral Societies
- Agricultural Societies
- Preindustrial Society
- Features Of Pre-Industrial Society
- Transport Therefore Primitive
- Industrial Society
- Industrialisation in India
- Post-industrial Society
- Comparison of Societies
- Theories Explaining the Growth of Services
- Nature of Service Sector Introduction
- Nature of the Service Sector
- The Role of the Service Economy in Development
- The Defining Characteristics of a service
- Classification of Service
- Trivia Time
- White and Blue Collared Workers & The working class
- Technology Spawns Workplace Change
- The Twenty-first Century Career
- Nature of Service Sector Introduction
- The Twenty-first Century Career
- The Experience Economy
- The Business that sells an Experience
- Consumer Service Experience
- Business Service Experience
- Service Dominant Logic
- Foundation Premises of Service Dominant Logic
- Fundamental principles in detail
- Distinctive Characteristics of Service Operations
- Customer Participation
- Simultaneity
- Perishability
- Intangibility
- Heterogeneity
- Non-transferrable Ownership
- Service Package
- Supporting Facility
- Facilitating Goods
- Information and Data
- Explicit Service
- Implicit Services
- Grouping Services by Delivery Process
- Low Labour Intensity
- High Labour Intensity
- Low Interaction & Customization
- High Interaction & Customization
- Open System View of Service Operations Management
- Roles in Service Sector Introduction
- Ways of Identifying Service
- Consequences of Rapid Growth of Services
- How recession affects service
- Human resources in the age of Service
- Human resources in the age of Service continue
- Outsourcing
- Roles in Service Sector
- The Trade Sector
- The Tourism Sector
- The Shipping Sector
- The Port Services Sector
- The Storage Services Sector
- The Telecom Sector
- The Real Estate Sector
- The IT Sector
- The Accounting Sector
- The Research and Development Sector
- The Legal Sector
- The Consultancy Sector
- The Construction Sector
- Service Functions
- IT Operation Management
- Service Desk - Internal and External
- Technical Management
- Applications Management
- Reporting
- Functions of the Service Desk
- Functions in the Service Sector an Interaction
- Human Resources
- HRD and HRM as functions of Human Resources
- Competitive Advantage
- Competencies, Culture, and Composition
- Differences in HRD between manufacturing sector and service sector
- Human Resource Planning
- Selection and Recruitment
- Training and Development of Employees
- Performance Management
- Overall Welfare of Employees
- Information Sharing
- Survey Management
- Compliance Management
- HR Technology Management
- Change Management
- Processes in Service Sector Introduction
- What is a Service Process
- Characteristics of Service Processes
- Steps of Managing a Service Process
- Elements of a Service Delivery System
- Types of Service Processes
- Degree or Level of Contact
- Differences between Service Industry Processes vs
- Manufacturing/Product-based processes
- Service Sector in India
- The IT and Fintech Sector
- The Travel and Tourism Sector
- The Media and Entertainment Industry
- The Logistics Industry
- Upcoming Trends in the Service Sector
- Career Path in the Service Sector
- Classification of Services
- The Service Sector in the Three-Part Economy
- Employment Scenario
- Service process
- Line operations
- Job Shop Operations
- Degree of Contact
- Service Offering cred fintech
- Developing and Maintaining the Service Process 1
- Developing and Maintaining the Service Process 2
- Service Process
- The 7 Step Process for Managing Service Processes
- Delivering excellent service
- Service Operation Functions
- Service Process
- Characteristics of service processes
- Service Location
- Customer Participation and Interaction
- Steps for managing service processes
- New and Upcoming Sectors: Processes in Service Sector Introduction
- Challenges in designing a process
- Phases of service process
- Improvement techniques for service industries
- Cost of delay of service processes
- What is Service Design by Yosef Shuman
- Village Volvo
- Xpresso Lube
- Walmart
- Air Deccan
- OYO Hotels
- Cloud Kitchens
- Telecom industry
- MyGate Application
- New Age Applications
- New Age Applications- 2
- New Age Applications- 3
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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