Executive Development Programme in Service Operations Service Innovation

• Service Operations Management: This unit covers the fundamental concepts and best practices in service operations management, including process design, service blueprinting, and capacity management.
• Service Quality and Customer Experience: This unit explores the key principles of service quality and customer experience management, focusing on strategies for measuring, monitoring, and improving service quality and customer satisfaction.
• Service Innovation and Design Thinking: This unit introduces the concepts and tools of design thinking, a human-centered approach to innovation that can help organizations create new and improved services that meet customer needs and expectations.
• Service Analytics and Metrics: This unit covers the key performance metrics and data analytics techniques used in service operations, including customer satisfaction metrics, operational efficiency metrics, and predictive analytics.
• Service Technology and Digital Transformation: This unit explores the role of technology in service operations, including the impact of digital transformation on service delivery, the use of automation and artificial intelligence in service operations, and the challenges and opportunities presented by emerging technologies such as blockchain and the Internet of Things.
• Service Supply Chain Management: This unit covers the end-to-end management of service supply chains, including supplier relationship management, inventory management, and logistics and distribution.
• Service Leadership and Change Management: This unit explores the leadership and change management skills required to drive service innovation and improvement, including the ability to lead cross-functional teams, manage resistance to change, and communicate effectively with stakeholders.
• Service Strategy and Business Model Innovation: This unit covers the strategic and business model considerations for service operations, including the role of service operations in overall business strategy, the development of new service-based business models, and the challenges and opportunities presented by emerging service trends such as the gig economy and the sharing economy.
• Service Sustainability and Social Responsibility: This unit explores the role of service operations in promoting sustainability and social responsibility, including the implementation of environmentally friendly practices, the management of ethical and social issues, and the development of socially responsible service offerings.