Executive Development Programme in Service Performance Enhancement
-- ViewingNowThe Executive Development Programme in Service Performance Enhancement is a certificate course designed to empower professionals with the skills necessary to excel in service-oriented industries. This program emphasizes the importance of exceptional service delivery in today's competitive business landscape, where customer experience is a key differentiator.
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⢠Service Strategy: Understanding the importance of service strategy in enhancing service performance, and the role of service innovation and design in creating a competitive advantage.
⢠Customer Experience Management: Developing a deep understanding of customer needs and expectations, and implementing strategies to exceed them, thereby driving customer loyalty and satisfaction.
⢠Service Quality and Improvement: Utilizing tools and techniques such as Six Sigma, Lean, and statistical process control to improve service quality and reduce variability in service delivery.
⢠Service Leadership and Management: Developing effective leadership and management skills to lead and manage service teams, including communication, motivation, and performance management.
⢠Service Metrics and Analytics: Measuring and analyzing service performance using key performance indicators (KPIs), customer satisfaction surveys, and other data sources to drive continuous improvement.
⢠Change Management in Service Organizations: Managing change in service organizations, including identifying resistance to change, communicating the need for change, and implementing change initiatives successfully.
⢠Service Marketing and Sales: Developing effective marketing and sales strategies to promote service offerings, increase revenue, and build brand reputation.
⢠Service Operations Management: Managing service operations effectively, including resource allocation, capacity planning, scheduling, and logistics.
⢠Service Technology and Innovation: Leveraging technology to enhance service delivery, including automation, artificial intelligence, and the Internet of Things (IoT).
Note: The above units are not ranked in any particular order and can be customized based on the specific needs and goals of the organization or individuals participating in the Executive Development Programme in Service Performance Enhancement.
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