Advanced Certificate in Service Operations Strategy Development
-- ViewingNowThe Advanced Certificate in Service Operations Strategy Development is a comprehensive course designed to equip learners with essential skills for career advancement in the service industry. This certificate program emphasizes the importance of creating and implementing effective service operations strategies to drive business growth and enhance customer experience.
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โข Service Operations Management: This unit will cover the fundamental principles of service operations management, including service design, delivery, and improvement. It will also focus on the role of technology in service operations.
โข Customer Experience Management: This unit will explore the concept of customer experience management and its role in service operations strategy development. It will cover topics such as customer journey mapping, voice of the customer, and customer feedback analysis.
โข Service Operations Metrics and Analytics: This unit will focus on the key performance indicators (KPIs) used in service operations, including service level agreements (SLAs), first contact resolution (FCR), and customer satisfaction (CSAT). It will also cover data analysis techniques and tools used to measure and improve service operations performance.
โข Process Improvement in Service Operations: This unit will cover process improvement methodologies such as Lean, Six Sigma, and Kaizen, and how they can be applied to service operations. It will also explore the concept of process automation and its impact on service operations.
โข Service Operations Strategy: This unit will focus on developing a service operations strategy that aligns with the overall business strategy. It will cover topics such as service positioning, service pricing, and service innovation.
โข Supply Chain Management in Service Operations: This unit will explore the role of supply chain management in service operations, including inventory management, logistics, and supplier relationship management.
โข Change Management in Service Operations: This unit will cover the principles of change management and how they can be applied to service operations. It will explore topics such as stakeholder management, communication planning, and resistance management.
โข Service Operations Outsourcing and Offshoring: This unit will examine the benefits and challenges of outsourcing and offshoring service operations. It will cover topics such as service level agreements, contract management, and risk management.
โข Service Operations in a Digital World: This unit will explore the impact of digital transformation on service operations, including automation, artificial intelligence, and the Internet of Things (IoT). It will cover topics such as digital service design, digital customer experience, and digital process improvement.
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