Operations Mastery for Service Managers#301024

• Analyse the impact of emerging trends and potential disruptions on service delivery models using future studies methodologies like scenario planning and horizon scanning.
• Identify key challenges and opportunities within current service operations, considering advancements in technology, customer behavior, and the competitive landscape.
• Develop and implement future-proof service management strategies that prioritize customer experience, operational efficiency, and continuous improvement in a future context.
• Leverage emerging technologies like artificial intelligence, automation, and data analytics to enhance service delivery, personalize customer interactions, and improve service efficiency.
• Design and implement a customer-centric approach to service delivery, anticipating evolving customer expectations and fostering a culture of customer satisfaction.
• Build resilience into service operations to mitigate potential disruptions like economic downturns, technological failures, or changes in regulations.
• Develop and implement innovative service models to stay ahead of the curve and adapt to changing market demands.
• Communicate the value proposition of future-proof service management to different stakeholders, including senior management, service delivery teams, and customers.
• Develop a strategic action plan for transforming service operations within their organization into a future-proof model.

• Service managers seeking to enhance their leadership skills and ability to optimize service delivery processes.
• Professionals responsible for developing and implementing service strategies aligned with future customer expectations.
• Team leads and supervisors working in service-oriented departments like customer service, technical support, or field service.
• Anyone interested in gaining a comprehensive understanding of future studies and its application in service management excellence.

• 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

Day 1: The Future of Service Delivery
• Welcome and program overview.
• The Evolving Landscape of Service: Exploring how technological advancements, globalization, and shifting customer expectations are impacting the future of service management.
• Introduction to Future Studies: Learning how to incorporate scenario planning, horizon scanning, and other future studies methodologies to identify potential disruptions and opportunities in the service industry.
• Case Study: analysing a real-world example of a service organization that successfully adapted its service delivery model to address a major disruption in the marketplace.
Day 2: Identifying Future Challenges & Opportunities for Service Operations
• Mapping Your Service Delivery Model: Participants collaboratively map their organization's current service delivery model, identifying key processes, customer touchpoints, and potential areas for improvement considering future trends.
• Future Trends & Service Management Impact: Delving into specific future trends with high potential to impact service delivery and management, such as:
o Rise of the experience economy: Customers will increasingly value personalized experiences and seamless service interactions across all touchpoints.
o The growing importance of self-service: Customers will demand more self-service options and automation tools for resolving service issues independently.
o Artificial intelligence (AI) and automation: AI-powered chatbots and automated service tools can enhance service efficiency and personalize customer interactions.
o Cybersecurity threats and data privacy concerns: Service managers will need to implement robust security measures to protect customer data and ensure compliance with evolving regulations.
• Scenario Planning for Future-Proof Service Delivery: Participants work in teams to develop future scenarios that may impact their service delivery model and identify challenges and opportunities associated with each scenario, considering how their service operations would need to adapt.
Day 3: Building Future-Proof Service Management Strategies
• Developing Customer-Centric Service Strategies: Exploring strategies for building a customer-centric approach to service delivery, focusing on:
o Understanding and anticipating evolving customer expectations through customer journey mapping and feedback analysis.
o Personalizing customer interactions and tailoring service offerings to meet individual needs.
o Creating seamless service experiences across all touchpoints, both online and offline.
• Leveraging Technology for Service Excellence: Exploring how service managers can leverage emerging technologies to:
o Enhance service delivery: Utilizing AI-powered chatbots and virtual assistants to provide 24/7 customer support and automate routine service tasks.
o Improve service efficiency: Implementing data analytics to identify service delivery bottlenecks and opportunities for optimization.
o Personalize customer interactions: Employing data-driven insights to personalize service recommendations and proactive issue resolution.
• Building Resilience into Service Operations: Learning how to build resilience into service operations to mitigate potential disruptions. This may include:
o Developing contingency plans and business continuity strategies.
o Diversifying service delivery channels to avoid dependence on a single platform.
o Cross-training service personnel to handle a broader range of customer needs.
• Guest Speaker: An expert in future studies or a service industry leader recognized for building a customer-centric service organization can be invited to share their insights.
Day 4: Ensuring Continuous Improvement & Adaptability
• Fostering a Culture of Innovation & Continuous Improvement: Developing strategies for fostering a culture of innovation and continuous improvement within the service delivery team, encouraging proactive problem-solving and adaptation to changing customer needs.
• Metrics & Measurement for Future-Proof Service Delivery: Exploring how to define and measure service delivery performance in a future context, considering evolving customer expectations and the impact of new technologies. This may involve incorporating customer satisfaction metrics alongside traditional service level agreements (SLAs).
• Case Study: analysing a real-world example of a service organization that fostered a culture of innovation and continuous improvement, enabling them to develop new service offerings and adapt to changing customer demands.

Day 5: Action Planning & The Future of Service Management
• Communicating the Value of Future-Proof Service Management: Developing effective communication strategies to showcase the value proposition of future-proof service management to different stakeholders, including senior management, service delivery teams, and customers, highlighting the benefits for long-term customer satisfaction, competitive advantage, and organizational growth.
• Developing a Strategic Action Plan: Participants develop personalized action plans outlining steps to transform their service operations into a future-proof model. This may include:
o Conducting future studies analyses to identify potential disruptions relevant to their service industry.
o Implementing customer-centric service delivery strategies and utilizing technology for service improvement.
o Fostering a culture of innovation and continuous improvement within the service team.
o Building resilience into service operations to mitigate potential disruptions.
• The Future of Service Management: Discussing future trends and potential advancements in service management practices, exploring how service delivery might evolve to address the challenges and opportunities of the future.
• Course Wrap-Up & Ongoing Support: Reviewing key takeaways from the program, addressing any remaining questions, and discussing ongoing learning and support resources.
• Networking & Knowledge Sharing: Participants engage in a facilitated discussion about the future of service management and share best practices for implementing future-proof strategies within their organizations.