Executive Development Programme in Service Performance Management: High
-- viewing nowThe Executive Development Programme in Service Performance Management is a high-level certificate course designed to empower professionals with essential skills for career advancement. This programme focuses on the importance of service performance management, an area that has gained significant industry demand due to the increasing need for exceptional service delivery in various sectors.
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Course details
• Service Strategy & Design: Understanding the importance of service strategy and design in achieving high service performance. This unit will cover topics such as service blueprinting, customer journey mapping, and service prototyping. • Service Operations Management: This unit will focus on the day-to-day management of service operations, including process optimization, capacity planning, and quality management. • Service Metrics & Analytics: In this unit, participants will learn how to measure and analyze service performance using key performance indicators (KPIs) and other data-driven methods. • Customer Experience Management: This unit will cover strategies and techniques for managing the customer experience, including voice of the customer (VoC) programs, customer feedback analysis, and service recovery. • Change Management & Continuous Improvement: In this unit, participants will learn how to drive change and continuous improvement in service organizations, including the use of methodologies such as Lean, Six Sigma, and Agile. • Service Innovation & Design Thinking: This unit will focus on service innovation and the use of design thinking as a problem-solving approach for creating new and improved services. • Service Leadership & Culture: This unit will cover the role of leadership and culture in service organizations, including the creation of a service-oriented culture and the development of service leaders. • Service Technology & Automation: This unit will explore the impact of technology and automation on service delivery, including the use of AI, robotics, and the Internet of Things (IoT). • Service Marketing & Sales: This unit will cover strategies and techniques for marketing and selling services, including the use of social media, content marketing, and sales enablement tools.
Career path
Entry requirements
- Basic understanding of the subject matter
- Proficiency in English language
- Computer and internet access
- Basic computer skills
- Dedication to complete the course
No prior formal qualifications required. Course designed for accessibility.
Course status
This course provides practical knowledge and skills for professional development. It is:
- Not accredited by a recognized body
- Not regulated by an authorized institution
- Complementary to formal qualifications
You'll receive a certificate of completion upon successfully finishing the course.
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