Service Management: Managing Service Operations

About This Training Program



This program delves into the key aspects of successful service firms, equipping participants with enlightened management practices and presenting innovative entrepreneurial opportunities. Remarkable service organizations adopt unique management approaches compared to their "merely good" competitors, as their actions are based on entirely different assumptions about achieving success. These differences manifest not only in traditional performance metrics but also in employee enthusiasm and customer satisfaction levels. From the initial service encounter, service managers must harmonize marketing, technology, human resources, and information to gain a distinctive competitive edge. This seminar takes an integrated approach to studying service management, with a particular emphasis on enhancing customer satisfaction. The curriculum will encompass operations, marketing, strategy, information technology, and organizational considerations.


  • Exploring the Impact of Services on an Economy
  • Understanding Services Nature
  • Developing Effective Strategies for Services
  • Innovating New Services and Leveraging Technology
  • Ensuring Quality in Service Delivery
  • Optimal Facility Location for Service Operations
  • Enhancing the Service Encounter Experience
  • Balancing Supply and Demand in Services
  • Efficiently Managing Waiting Lines in Services
  • Addressing Capacity and Demand Management in Services
  • Streamlining the Service Supply Chain
  • Managing Facilitating Goods for Service Excellence
  • Handling Service Projects with Efficiency
  • Navigating International Service Management
  • The Internationalization of Services
  • Current Challenges and Trends in Service Management
  • Current Issues in Service Management 

Who Should Attend

The program is designed for executives, managers, and professionals across various industries who are involved in or responsible for managing and delivering services. Potential attendees include:

  • Senior executives and business leaders seeking to enhance their understanding of service management strategies and their impact on the organization's success.
  • Service managers and supervisors who want to improve their skills in managing service operations and enhancing customer satisfaction.
  • Marketing professionals looking to develop insights into service marketing and integrating it with overall business strategies.
  • Technology and innovation specialists interested in exploring new service development and leveraging technology in service delivery.
  • Operations managers involved in service facility location, capacity management, and supply chain optimization.
  • Customer service representatives and frontline staff aiming to improve the service encounter experience.
  • Human resources professionals involved in managing service-related personnel and building a customer-centric workforce.
  • Project managers handling service-related projects and seeking efficient project management techniques.
  • International business professionals dealing with cross-border service management and global service expansion.
  • Entrepreneurs and business owners looking for creative entrepreneurial opportunities in the service sector.

Overall, the program welcomes individuals who are keen on understanding the dynamics of successful service firms, enhancing service quality, and achieving a distinctive competitive advantage in the service industry.

Benefits of Attending

Attending the Service Management program offers a range of valuable benefits for participants. Some of the key advantages include:

  • Enhanced Understanding: Participants will gain a comprehensive understanding of the dimensions of successful service firms and the differentiators between outstanding and average performers. This knowledge will enable them to make informed decisions and implement effective strategies in their respective organizations.
  • Enlightened Management: The program equips attendees with enlightened management practices specific to service-oriented industries. They will learn how to manage service encounters, handle capacity and demand, optimize supply chains, and more, ultimately leading to improved operational efficiency.
  • Creative Entrepreneurial Opportunities: Participants will be exposed to innovative entrepreneurial opportunities within the service sector. This knowledge can inspire new business ideas or ways to expand existing service offerings, fostering creativity and growth.
  • Improved Service Quality: Emphasis on service quality and customer satisfaction will empower attendees to implement practices that exceed customer expectations, leading to improved loyalty and positive word-of-mouth referrals.
  • Integrated Viewpoint: The program takes an integrated approach to service management, covering various aspects such as operations, marketing, strategy, technology, and organizational issues. This holistic perspective will enable participants to see the bigger picture and make well-rounded decisions.
  • Competitive Advantage: By understanding the intricacies of managing service delivery and meeting customer demands effectively, attendees can gain a distinctive competitive advantage in their industry, positioning their organization for long-term success.
  • International Perspective: The program covers international service management and the internationalization of services, which is beneficial for organizations with global operations or aspirations to expand internationally.
  • Current Insights: Participants will gain insights into current issues and trends in service management, allowing them to stay up-to-date with the latest developments in the industry and adapt their strategies accordingly.
  • Networking Opportunities: Attending the program provides an excellent opportunity to network with other professionals and industry experts, fostering potential collaborations and partnerships.
  • Personal and Professional Growth: Engaging in the program enhances participants' skillsets, knowledge, and perspectives, contributing to their personal and professional growth as effective leaders in the service industry.

Overall, attending the Service Management program equips individuals with valuable tools and knowledge to drive their organizations forward, meet customer needs effectively, and stay competitive in an ever-evolving service-oriented business landscape.


Online Registration is now Available! Choose the dates and locations that most suit you from the table below and click Register.

From To Location Fee Register

The program fee includes lunches, program material (presentations, cases and articles on USBs), coffee/tea etc. (accommodation and transport not included)

This Training Program in Your Company?

By taking into account the company's specific needs, The Management Centre can organise this or any other programs for a group of attendees/executives at a date and location of their choices. For more information, please contact us.


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