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Indian Institute of Technology Kanpur

Managing Services

Indian Institute of Technology Kanpur and NPTEL via Swayam

Overview

Service is the key economic engine for most developed countries and also for emerging economies like India. This course focuses on the interdisciplinary nature of Service Management seamlessly spanning Marketing, Operations, Technology and People Management. New Service Business Models will be explored that seek to balance People, Planet concerns with Profit objectives.INTENDED AUDIENCE : BBA/ MBA students and Working Executives in Service IndustriesINDUSTRY SUPPORT : Tourism, Hospitality, Healthcare, Retail, Media, Entertainment and E-Service organisationsPRE-REQUISITE : None

Syllabus

Week 1:What is Service?/Evolving Service Markets/The Service Customers/Product Service Systems/The Service Act Seamless ServiceWeek 2: Service Management Elements/Core Vs. Supplementary Services/Intangibility of Services/Response to IHIP Challenges/Process & Promotion/Process Issues in ServiceWeek 3: Challenges of Services-1/Service Uniqueness-2/Consumer in the Services Flow-1/Service Consumer Behaviour-2/Customer Co Creation of Services-1/Customer Co Creation of Services-2Week 4:Positioning the Service Offering/Important Vs. Determinant attributes/Positioning & Brand Creation/Positioning Maps/Designing & Managing Service as a Process/Balancing Demand & CapacityWeek 5 : Service Logistics & Service Channels/E-Services/Service Failure/Service & the New Media/Service Recovery/Integrating People & Process for Service LeadershipWeek 6 : Pricing Fundamentals/Pricing Fundamentals/Service Pricing/Service Pricing/Revenue Management/Revenue ManagementWeek 7 : Managing Service Productivity/Developing the Relation Focused Service Excellence/Customer as Co-creatorWeek 8 : Service Entrepreneurs/Service Professionals/Service Business Models/Service Globalization/Creating Customer focused Service Leadership

Taught by

Jayanta Chatterjee

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