Service Performance: Managing Promises and Ensuring Quality

Key Course Highlights:

• Paraphrase the need for effective coordination in marketing communication and the difficulties it presents.
• Review the effects of commitments made to customers with their anticipated service experience.
• Illustrate the idea of intangibility and transforming services that are intangible into tangible manifestations.
• Interpret Overseeing external communication to effectively handle customer expectations.
• Illustrate the methods of educating the customers about services.
• Examine the approaches for determining the cost of services and the obstacles associated with this process.
• Interpret guidelines for determining prices based on costs and competition, along with instructions for setting price points.
• Diagnose various pricing approaches and their functions in setting prices for services.
• Interpret the pricing that takes into account both perceived value and customer perception of quality.
• Paraphs the Factors influencing customers perceived value and the advantages of understanding these determinants.
• 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 judgement and take decision, based on the analysis and evaluation of information and work scenario.
• 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.
• 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.
• Interpret the stages of quality involving quality control to manage variation and ensure high quality.
• Diagnose the lean manufacturing approach, benefits and requirements of Just In Time.
• Review the implementation of principles and systematic steps while incorporating organization’s operations using Total Quality Management
• Examine the complex model that encompasses various dimensions, addresses gaps in service quality by evaluating customer perceptions and expectations using Serviqual.
• Interpret the practical applications of service quality design, its types, advantages and disadvantages.
• Review the specific principles, employing appropriate tools, and implementing effective strategies for guaranteeing customer satisfaction and continuous improvement.
• Review the intricate fusion of lean principles and the systematic approach of Six Sigma in a powerful methodology for improving processes and achieving operational excellence.
• Paraphrase various factors related to strategic location positioning and their applications in enhancing quality.
• Interpret the notion of Geographic Information Systems (GIS) and their applications in assessing location factors.
• Interpret the intricate and multi-faceted  principles, techniques, and strategies involved in strategic location selection.
• Assess the realistic method employed in enhancing quality through the utilization of various case studies.