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Service Management is an online course that provides a toolbox to better understand and analyze recent developments in service management.
By participating in this course, you will gain a good understanding of how to
For companies, this program represents an effective way to gain new ideas for promoting customer-centric business strategies. For service managers and experts, the course is a cost-efficient and flexible way of further refreshing and extending their service-related knowledge and skills.
By completing the course, the participant will get
Online exercises to check your mastery of each theme
Your own schedule and pace
“The online video modules were excellent. I really enjoyed the videos with examples at the end.”
“The module was very helpful and gave me lots of ideas and tools to utilize in my daily work.”
100% of the 2019 participants recommend the course
The course serves as a cost-efficient and flexible way for updating participants’ service management know-how. It is also an effective tool to provide selected teams, groups, or departments with a similar level of knowledge. The course allows flexible study patterns. You will be able to decide on your schedule and the speed at which you progress.
The course is designed for managers and experts who are looking for a conceptual toolbox for service management.
The course offers an effective way to gain new ideas for promoting customer-centric business strategies.
To provide effective tools for optimizing companies’ service operations, the course starts with approaching the foundations of service business. To capture service quality as a major aim of service provision, the online course discusses prominent service quality concepts and covers seminal tools for measuring service quality. The course also discusses strategies for effective service recovery and introduces self-service technologies and artificial intelligence as major drivers of service innovation.
Participants will also identify co-creation as an emerging trend in service innovation management. The course illuminates customer value creation as a major strategic aim of business operations. In addition, customer-centricity is introduced as a major organizational precondition for safeguarding customer value.
Instructor: Tomas Falk, Professor of Marketing, Aalto University School of Business
28.09.2021, Tero Ojanperä & Timo Vuori
21.09.2021, Anu Haapala
10.09.2021, Kati Kiviniemi
12.08.2021, Annamari Typpö
28.06.2021, Annika Rautakoura