A general systems framework is used to explore the major components of service management using a variety of service sectors—health care, banking, insurance, real estate and hospitality-tourism. The course examines the interactions, interdependencies, and interactivity of service systems—to learn about the synergistic effects of the current changeable markets. In addition to this organizational focus above, the course begins the process of examining the learning organization from a professional and personal focus. Lastly, the course provides insights and practical applications to the evolving e-commerce environment and to learn service principles.
Learning to solve problems, create profound decisions, and continuously change our organizations has always been a function of leadership. Today’s fast-paced global business environment requires that we utilize equally insightful, aggressive, and distinctly new processes to change. This course examines the global phenomenon and builds in the learner new methods to achieve leadership in an age of change—breakthrough thinking, creativity, and innovation. The learner will become adept at true value innovation in a knowledge/service economy.
An analysis of the organizational structure, operational procedures, corporate policies, financial growth and related factors of service firms. The course traces the evolution of various companies to reveal individual growth strategies. Service discovery, building service relationships, and understanding service as experiences are necessary skills that will be learned and used.
This course examines the various self-assessment processes associated with improving service quality. The seven Malcolm Baldrige National Quality Award categories, the eight President’s Award for Quality and Productivity categories (Federal Quality Institute), and the ISO 9000 categories are examined. These guidelines are oriented towards systems and are used to probe relationships that reach across departments and disciplines, with the goal of achieving and maintaining total quality service management.
This is a capstone course that examines various personal and personnel leadership functions as applied to the delivery of service excellence. Current literature is used to explore the interrelationship of various conceptual paradigms. The goal is to enhance individual’s understanding and to augment his or her ability to interact in the service environment, and to critically understand strategies founded in continuous learning, change and learning organizations. Concepts discussed include: relationship management, empowerment, team building, corporate culture and opportunity management.