Executive Development Programme in Service Operations Service Transformation

• Service Operations Management: This unit will cover the fundamental concepts and best practices in service operations management, including service strategy, design, transition, and operation. It will also discuss the role of technology in service operations and the importance of continuous improvement. • Customer Experience Management: This unit will focus on understanding customer needs and expectations, and designing service experiences that meet and exceed those expectations. It will cover topics such as customer journey mapping, voice of the customer (VoC) programs, and customer feedback management. • Service Transformation: This unit will explore the challenges and opportunities of service transformation, including the role of leadership, culture, and change management. It will also discuss the importance of aligning service transformation initiatives with business strategy and goals. • Service Analytics: This unit will introduce participants to the concepts and tools of service analytics, including data visualization, statistical analysis, and predictive modeling. It will also cover the importance of data-driven decision making in service operations and the ethical considerations of using data in service contexts. • Service Innovation: This unit will encourage participants to think creatively and develop innovative solutions to service challenges. It will cover topics such as design thinking, service blueprinting, and service prototyping, and will provide opportunities for participants to apply these tools and methods to real-world service scenarios. • Service Quality Management: This unit will focus on the principles and practices of service quality management, including service quality standards, measurement, and improvement. It will also discuss the importance of service recovery and the role of feedback in service quality management. • Service Supply Chain Management: This unit will cover the end-to-end management of service supply chains, including supplier relationship management, demand forecasting, inventory management, and logistics. It will also discuss the role of technology in service supply chain management and the importance of collaboration and communication with internal and external stakeholders. • Service Project Management: This unit will introduce participants to the concepts and tools of service project management, including project planning, execution, monitoring, and control. It will also discuss the importance of stakeholder management, risk management, and communication in service project management. • Service Leadership: This unit will explore the role of leadership in service organizations, including the development of service vision, mission, and values. It will also cover topics such as employee engagement, motivation, and development,