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,...
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