Comprehensive course analysis
Who should attend
This programme is for anyone involved in the delivery and improvement of service performance:
- Managers who seek to develop competitive service strategies
- Managers responsible for service performance
- Consultants who advise on strategy development and service improvement
- Service designers who are engaged in new service development
About the course
Understanding the drivers of service performance is critical for the development of competitive and effective service strategies.
How do we create a work environment which enables employees to go the extra mile for customers? When services do fail, how can we design recovery processes which will ensure customer satisfaction? These are some of the challenges which face service managers in both for-profit and public sector organisations that will be explored during this course.
Driving Service Performance also looks at how service quality and customer satisfaction can be measured in order to drive service improvements, as well as methods of ensuring that complex network of suppliers and customers are effectively managed.
The course provides a range of concepts, frameworks and tools to enable you to develop an understanding of the drivers of service performance so that you are equipped to evaluate and improve the service strategies in your organisation. There is an emphasis on application so that your learning can be applied to develop competitive and effective service strategies.
Develop an understanding of the drivers of service performance and explore ways in which employees and customers can be managed in order to drive service value and financial performance. Explore ways of creating an environment which is conducive to both employee motivation and retention, and customer satisfaction and loyalty. Learn and apply different tools for measuring customer satisfaction with a view to improving service value and customer loyalty. Analyse the structure of service supply networks and learn how to improve the management of supplier relationships. Evaluate your service recovery systems and learn how to better manage complaints and complainants, as well as drive service improvements.
Mark is Head of Group for Operations at WBS. He holds a Doctorate (EngD) and MSc from the University of Warwick. His current research (very!) broadly examines control and coordination in operations and supply chains. Mark's research has been published in Research Policy, the Journal of Supply Ch...
Rhian, teaches operations and service management on a range of under-graduate, post-graduate and executive courses. She was formerly production manager at Mitaka, a Far East translation and printing company. Subsequently she became a Research Fellow in the Operations Management Group at the Unive...
Prior to joining Warwick Business School in 2012, Pietro was Senior Lecturer at Cranfield School of Management and Research Fellow at the Advanced Institute of Management (AIM) Research in London. In 2009-2011 he was appointed by the Italian Parliament as one of five Directors of the Commission f...
Dr. Mehmet Chakkol is an Associate Professor of Operations Management in Warwick Business School. Prior to joining Warwick, Mehmet has worked in a multi-disciplinary EPSRC project at Cranfield School of Management where he also completed his PhD. Mehmet is currently teaching Supply Chain and Oper...
Videos and materials
Because of COVID-19, many providers are cancelling or postponing in-person programs or providing online participation options.
We are happy to help you find a suitable online alternative.