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Last updated:

September 26, 2023

Duration:

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FREE

This course includes:

Unlimited Duration

Badge on Completion

Certificate of completion

Unlimited Duration

Description

Managing Services. Instructor: Prof. Jayanta Chatterjee, Department of Industrial Management and Engineering, IIT Kanpur.

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. (from nptel.ac.in)

Course Curriculum

  • Lecture 01 – What is Service? Unlimited
  • Lecture 02 – Evolving Service Markets Unlimited
  • Lecture 03 – The Service Customers Unlimited
  • Lecture 04 – Product Service Systems Unlimited
  • Lecture 05 – The Service Act Unlimited
  • Lecture 06 – Seamless Service Unlimited
  • Lecture 07 – Service Management Elements Unlimited
  • Lecture 08 – Core vs Supplementary Services Unlimited
  • Lecture 09 – Intangibility of Services Unlimited
  • Lecture 10 – Response to IHIP Challenges Unlimited
  • Lecture 11 – Process and Promotion Unlimited
  • Lecture 12 – Process Issues in Service Unlimited
  • Lecture 13 – Challenges of Services Unlimited
  • Lecture 14 – Service Uniqueness Unlimited
  • Lecture 15 – Consumer in the Services Flow Unlimited
  • Lecture 16 – Service Consumer Behavior Unlimited
  • Lecture 17 – Customer Co-creation of Services Unlimited
  • Lecture 18 – Customer Co-creation of Services (cont.) Unlimited
  • Lecture 19 – Current Service Map to New Service Design Unlimited
  • Lecture 20 – Current Service Map to New Service Design (cont.) Unlimited
  • Lecture 21 – Case Study on Service Excellence Unlimited
  • Lecture 22 – Case Study on Service Excellence (cont.) Unlimited
  • Lecture 23 – Service Excellence – Culture Unlimited
  • Lecture 24 – People in Services Unlimited
  • Lecture 25 – Position: Value Proposition Unlimited
  • Lecture 26 – Position: Value Proposition (cont.) Unlimited
  • Lecture 27 – Branding Services Unlimited
  • Lecture 28 – Distributing Services Unlimited
  • Lecture 29 – Distributing Services (cont.) Unlimited
  • Lecture 30 – Network of Services Unlimited
  • Lecture 31 – Strategy for Service Businesses Unlimited
  • Lecture 32 – Strategy for Service Businesses (cont.) Unlimited
  • Lecture 33 – Strategy for Service Businesses (cont.) Unlimited
  • Lecture 34 – Pricing: Basic Concepts Unlimited
  • Lecture 35 – Service Pricing Unlimited
  • Lecture 37 – Service Quality I Unlimited
  • Lecture 38 – Service Quality II Unlimited
  • Lecture 39 – Service Quality III Unlimited
  • Lecture 40 – Service Complaints and Recovery Strategies Unlimited
  • Lecture 41 – Loyalty: Relationship Unlimited
  • Lecture 42 – Loyalty: Relationship (cont.) Unlimited
  • Lecture 43 – Strategy Canvas: Service Portfolio Analysis Unlimited
  • Lecture 44 – Loyalty and Relationships Unlimited
  • Lecture 45 – Managing Partner Relationships Unlimited
  • Lecture 46 – Global Service Ecosystem: Contemporary Issues Unlimited
  • Lecture 47 – Service Ecosystem: Service Innovation Unlimited
  • Lecture 48 – Services as Systems: A Holistic Approach Unlimited

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