Driving Service Performance Develop competitive and effective service strategies within your organisation
What does the course deliver? ■ 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 designing performance management systems which drive service improvements ■ 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.
Who is the course for? 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 lead competitive service strategies in your organisation. There is an emphasis on application so that your learning can be applied to develop and lead effective service strategies. What is a Postgraduate Award? Postgraduate Awards (PGAs) can be a great way back into higher education if you haven’t studied for a while and can enhance your working practice or prepare you for a career change. They offer a concentrated period of study, to enable you to rapidly delve into a subject area and develop direct application to projects within your organisation. You will participate alongside like-minded professionals, and be taught by expert faculty, active in the field in which you are studying. This programme awards a Postgraduate Award in Driving Service Performance from the University of Warwick.
Course content ■ The course provides a range of concepts, frameworks and tools to enable you to develop an
How do we create a service environment which enables
Key information
Modules
“Service performance is critical to the realisation of organisational strategies, not only in service organisations, but also in manufacturing companies. Leveraging service performance means understanding the performance drivers and creating servicescapes which are both conducive to employee satisfaction and loyalty, and meet or exceed the expectations of customers. This course explores service improvement from a strategic perspective, and is relevant to customer service managers, service designers and consultants who advise on the development of service strategies. Rhian Silvestro Associate Professor of Operations Management Course Director
employees to go the extra mile for customers? How do we design performance measurement systems that enable us to drive service improvements? When services do fail, how can we design robust 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 and enhanced, whilst exploring ways of structuring and managing resilient networks of suppliers and customers, so that customer requirements are consistently met or exceeded.
Module 1 Service Strategy
Format: Part-time
understanding of the drivers of service performance so that you are equipped to lead competitive service strategies in your organisation. There is an emphasis on application so that your learning can be applied to develop and lead effective service strategies. ■ Your learning will be completed entirely online, in four modules, each taking six weeks. You will have access to high quality learning materials authored by the Warwick team, supplemented by a range of videos, podcasts, articles and papers. Each module is supported by two interactive webinars in which WBS tutors help you explore service strategy issues and case studies.
Duration: 6 months
Module 2 Measuring and Improving Service Quality and Customer Satisfaction
Location: Online via my.wbs platform
Module 3 Strategies for Managing Service Networks
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Website: wbs.ac.uk/go/DSP
Module 4 Driving Improvements through Service Recovery
Executive Education / wbs.ac.uk
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