Executive Development Programme in Service Delivery & Innovation
-- ViewingNowThe Executive Development Programme in Service Delivery & Innovation is a certificate course designed to empower professionals with essential skills for career advancement. This programme focuses on the importance of service delivery and innovation in today's dynamic business environment.
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โข Service Strategy: Understanding the critical role of service strategy in organizational success, including the development and implementation of service vision, mission, and goals.
โข Customer Experience Management: Mastering the techniques for managing customer experiences, including customer journey mapping, voice of the customer (VoC) programs, and customer feedback analysis.
โข Service Design Thinking: Exploring the principles and practices of design thinking to create innovative and customer-centric service offerings, including empathy mapping, ideation, prototyping, and testing.
โข Service Operations Management: Learning the best practices for managing service operations, including capacity planning, demand forecasting, process improvement, and quality management.
โข Service Innovation: Developing a mindset and skillset for service innovation, including identifying emerging trends, generating new ideas, and implementing innovative service concepts.
โข Service Metrics and Analytics: Understanding the key metrics and analytics for measuring service performance, including customer satisfaction, loyalty, and advocacy.
โข Service Culture and Leadership: Building a service culture and developing service leaders, including the role of leadership in creating a customer-centric culture, employee engagement, and motivation.
โข Service Marketing and Sales: Exploring the latest trends and best practices in service marketing and sales, including social media, content marketing, and sales enablement.
โข Service Technology and Automation: Evaluating the impact of technology and automation on service delivery, including artificial intelligence, robotics, and the Internet of Things (IoT).
โข Service Recovery and Complaint Management: Developing strategies for service recovery and complaint management, including root cause analysis, service recovery planning, and service failure prevention.
โข Service Blueprinting: Creating service blueprints to visualize and optimize service delivery processes, including customer touchpoints, service staff roles and responsibilities, and service infrastructure.
โข Service Improvement Projects: Designing and implementing service improvement projects, including project management, stakeholder engagement, and change management.
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