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Management of service companies
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To study the design of the services strategy and its implementation using scorecards.
- To develop innovation in services and the impact of technology.
- To identify the means of creating value in services, and in particular gaining the satisfaction and loyalty of people in the organization as a basis on which to build the satisfaction and loyalty of its customers.
- To learn how to bring everyone into line with this strategy, and how to manage the organizational change.
- To analyze knowledge management and how it helps with decision-making.
To introduce management models that can be applied to a wide variety of services.
The programme is aimed at general directors and departmental managers of all service sectors financial, telephony and Internet, distribution, tourism, public health, professional services, internal services, public services, etc. It will also be useful for manufacturing companies that base their differentiation on the service associated with their products.
The contents of the programme are the result of a multidisciplinary approach, combining elements of business policy, marketing, operations, human resources and information systems.
- Service strategy design: environment and customers.
- Introduction of the strategy: scorecards.
- Innovation and impact of the technology.
- Design of the service processes.
- Management of capacity and demand: yield management.
- Aligning people with objectives as an empowerment base.
- Customer satisfaction and loyalty: evaluation and improvement of the quality of service.
- Relational marketing and Customer Relationship Management, CRM.
- Project management and risk management.
- Knowledge and change management.
- Growth and globalization of services
At the end of this course, the participants will have learnt how to design and introduce the service strategy required by their organizations, adapting the concepts, models, skills and experiences developed in the programme.
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From the 25th of May to the 17th of June, 2009 |
8.925¤ |
Barcelona |
Program Director Barcelona
see CV
Barcelona
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| Next Steps |
Contact:
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