Operations Mastery for Service Managers #253010

Upon successful completion of this course, participants will be able to:
• Understand the key principles of service operations management and their impact on customer satisfaction and business performance.
• Analyze and optimize service delivery processes to identify and eliminate bottlenecks and improve efficiency.
• Develop and implement strategies for enhancing customer experience across all touchpoints.
• Effectively manage service teams and foster a high-performing service culture.
• Utilize data analytics and performance metrics to monitor service performance and identify areas for improvement.
• Apply lean principles and other process improvement methodologies to service operations.
• Develop and implement strategies for managing service disruptions and ensuring business continuity.
• Lead and motivate service teams to achieve operational excellence.

This course is designed for a wide range of service professionals, including:
• Service Managers: In various industries (e.g., hospitality, retail, healthcare, telecommunications)
• Customer Service Managers
• Operations Managers
• Team Leaders
• Supervisors
• Anyone involved in the management and delivery of services

• Pre-assessment
• Live group instruction
• Use of real-world examples, case studies and exercises
• Interactive participation and discussion
• Power point presentation, LCD and flip chart
• Group activities and tests
• Each participant receives a binder containing a copy of the presentation
• slides and handouts
• Post-assessment