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Service Management
NGN 375,000 |
This five day training programme emphasizes how organizational behavior and the functions of marketing and operations are integrated to deliver excellent service and increase the levels of value that the customers expect. In order to meet the objectives of satisfying customers’ needs and even exceeding them profitably, organizations must first discover and understand what customers expect and must then design, organize and operate their businesses so as to meet these expectations.
Programme
Day 1
- Service Operations Strategy
- Developing a Service Vision
- Service Profit Chain
Day 2
- Understanding Customer Needs
- Service Design and New Product Development
- Creating Customer Value
Day 3
- Capacity Planning and Demand Management
- Managing Service Operations
- Service Recovery Strategy
Day 4
- Leading and Motivating People
- Organizational Values and Culture
- Measuring Customer Satisfaction
Day 5
- Establishing and Measuring Service Quality Standards
- Ethical Issues in Service Management
Target Audience
Senior Executives of organizations with responsibilities for business process/quality improvement.
Lagos Business School (LBS), Km 22, Lekki - Epe Expressway, Ajah, Lagos. | Oct 24 - 28 Oct, 2016 |
NGN 375,000.00 | |
08025014623 - 4, 014546788