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Lagos Business School

Effective Service Management

Oct 2—4, 2019
3 days
Lagos, Nigeria
NGN 275000 ≈USD 756
NGN 91666 per day

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To meet the objectives of satisfying customers’ needs and even exceeding them profitably, organisations must first discover and understand what customers expect and must then design, organise and operate their businesses so as to meet these expectations.


  • Service operations strategy
  • Developing a service vision
  • Service profit chain
  • Understanding customer needs
  • Service design and new product development
  • Creating customer value
  • Capacity planning and demand management
  • Managing service operations
  • Service recovery strategy
  • Leading and motivating people
  • Organizational values and culture
  • Measuring customer satisfaction
  • Establishing and measuring service quality standards
  • Ethical issues in service management

Who should attend

Company owners, senior executives and managers in service and manufacturing companies who wish to strengthen their competitive position by increasing their attention to service.


Dr. Tayo Otubanjo is a senior lecturer at Lagos Business School. He facilitates full-time and executive MBA modules in marketing management. He is a Visiting Research Fellow at Warwick Business School, University of Warwick (UK) and a Visiting Scholar at Spears School of Business, Oklahoma State ...
She started her career at Citibank Nigeria and spent approximately 14 years in the nation’s financial sector during which she garnered experience in strategy, product development, sales and marketing,customer serviceand customer relationship management, cultural change management, amongst others....
Dr Muogboh, initially joined LBS faculty in 2003 and served as a faculty member and the pioneer Director of the Doctorate programme. He taught sessions in the area of Operations Management, Project Management and Data Analysis. Prior to joining LBS in 2003, he worked as a researcher at the Automa...
Dr Frank Ojadi obtained a bachelor's degree in Engineering Physics from University of Ife (now Obafemi Awolowo University), MBA from the Maarstricht School of Management, Netherlands and PhD in Logistics and Supply Chain Management from University of Johannesburg, South Africa. He has been a facu...
At Paradigm Learning, we specialize in helping organizations to build service-delivery competence in their workforce. We do this through exceptional learning in service delivery, its associated management issues, and the way service employees are motivated and managed. If you represent a small,...