Fundamentals of Service Operations Management

Students explore the process of delivering service to customers. This includes understanding the service needs of the target customers, managing the processes that deliver the services while ensuring objectives are met, and paying attention to the constant improvement of the services. The focus is on providing value to the customer as well as the customer relationship. Topics cover goods & services, process management, supply chain and inventory, quality control, marketing, and streamlining service processes to ensure that support teams have the tools they need to succeed.

Prerequisites

What you will learn

• 1. How to manage and improve the operations in service organizations
  2. How service performance can be improved by studying service delivery
  3. Service delivery and operations in managing processes and resources
  4. Operations managers involvement in the organizations’ strategy
  5. Organizational culture
  6. Motivating and managing employees and customers
  7. Tools for customer communications
  8. Tools for mapping and measuring the customer journey
  9. The service process and determining procedures which contribute to the process
  10. The functional responsibility for producing the services of an organization and providing them directly to its customers
  11. The supply and value chain
  12. Service as a customer experience and service as a package of facilitating goods and services
  13. The relationship between internal operations and service operations
  14. Metrics and leveraging customer feedback to drive continuous improvement of service practices

How to register

This course is offered as part of a VCC program only.

Contact us

If you have any question, please email at advising@vcc.ca.

† This information is intended as a guideline only. Program and course details are subject to change with the approval of VCC's Board of Governors.