Get updates on Eligibility, Admission, Placements Fees Structure
Quick Facts
| Medium Of Instructions | Mode Of Learning | Mode Of Delivery |
|---|---|---|
| English | Self Study | Video and Text Based |
Course Overview
The Indian Institute of Management, Tiruchirappalli (IIMT), has curated the Achieving Service Excellence course to enhance middle managers’ professional management capabilities, allowing them to achieve service excellence.
This 8-weeks programme is delivered via an online direct-to-device model. The curriculum includes videos, take-home exercises, lectures, online simulation games, and case studies to provide an immersive learning journey. Plus, the Achieving Service Excellence training also includes expert case studies from Ivy League and Harvard publications.
The Achieving Service Excellence certification syllabus comprises relevant and diverse topics, including service operations, services marketing, systems design, service supply chains, and customer relationship management. The blended delivery model, integrating theoretical and practical studying, will help you grasp the concepts quickly and apply them in real-time after completing this course.
What’s more, IIM Trichy's renowned faculty members teach this course. You’ll participate in 90-minute sessions twice per week. Approximately one-third of the Achieving Service Excellence programme content will include simulation games to foster critical thinking and quick learning. Upon completing the training, you will get the certificate too.
The Highlights
- Completion certificate
- Course content delivered direct-to-device
- IIMT’s faculty members
- Course binders
- Learning diary
- Case studies
- Online simulation games
- Comprehensive syllabus
- 8-week programme with 2 sessions every week
- Take-home exercises
Programme Offerings
- Take-home exercises
- IIMT’s certification
- Renowned instructors
- Online curriculum
- 90-minute sessions
- Case Studies
- Course binders
- Online simulation games
Courses and Certificate Fees
| Certificate Availability | Certificate Providing Authority |
|---|---|
| yes | IIM Trichy |
- The Achieving Service Excellence programme fee is Rs. 30,000 + GST.
- You can pay it via RTGS/NEFT transfer or a DD addressed to IIMT, payable at Trichy.
Achieving Service Excellence course fee structure
Course | Fees |
Achieving Service Excellence | Rs. 30,000 + GST |
Eligibility Criteria
The Achieving Service Excellence online course is eligible for mid-level managers from service arms and services businesses of product manufacturing companies. These candidates must have work experience spanning 3-12 years.
What you will learn
Near the Achieving Service Excellence course-end, you will be adept in:
- Understanding the complete lifecycle of conceiving new services
- Identifying customers and their expectations
- Managing customer experience
- Designing service systems
- The prior findings and theoretical frameworks of this space and using them to establish a system of service excellence
- Being aware of the frameworks, SOPs (standard operating procedures), and tools to deploy and achieve service excellence
- Develop ideas to apply the knowledge you acquire via this course
Who it is for
The Achieving Service Excellence online course is ideal for middle managers from service arms and businesses of product manufacturing organisations. It is also well-suited for service industry professionals.
Admission Details
- Go to the link - https://www.iimtrichy.ac.in/OEP-calendar/details/eU5HbXZnc2RzZ25tVURkU2J4OUo0dz09/Achieving_Service_Excellence to reach the Achieving Service Excellence course webpage.
- Locate and tap on the ‘Apply Online’ button. You will reach the registration webpage.
- Fill up the registration form and press the ‘Sign Up’ button to register for the programme.
- Submit this form (hard copy/online/scanned copy) at IIMT’s Executive Education and Consulting Office 2 weeks before the course begins.
Application Details
The Achieving Service Excellence training enrolment requires you to fill up and submit the registration form first. Here, you must fill in your full name, contact number, email address, and a selected password.
The Syllabus
Introduction to Achieving Service Excellence
- How can you contribute?
- Why is it important in today’s world?
- Lecture and video
- How can we help achieve it?
- Class discussion
Developing a New Service
- Service development lifecycle
- Conceiving a new service
- Video and lecture
- Creating service and product bundles
- Take-home activity
Pricing a Service Business
- Hope do I price my service and product bundles?
- How does service pricing differ from product pricing?
- Class discussion
- Video and lecture
Advanced Pricing Models
- Dynamic pricing of services
- Revenue and yield management models
- Group activity
- Simulation game
- Debriefing
Understanding Your Customer
- Six markets framework
- Identifying your customers
- Video and lecture
- Identifying customer expectations
- Class discussion
Managing Customer Expectations
- Simulation game
- Why is it challenging to translate customer expectations into service specifications?
- Debriefing
- Group activity
Managing Service Quality, Loyalty, and Lifetime Value
- How do we improve lifetime value and customer loyalty?
- Case discussion
- How do we manage service quality?
- Video and lecture
Satisfying and Delighting Your Customers
- How do I manage customer outrage and delight?
- Video and lecture
- How do I manage recovery and service failure?
- Take-home activity
Designing a Service System
- Video and lecture
- Principles of service system design
- Designing for service experience
- Class discussion
- Trade-offs and strategic choices
Managing Service Operations
- Simulation game
- Why is it challenging to manage service capacity and maintain it according to demand?
- Debriefing
- Group activity
Managing Service Operations
- Hands-on exercise
- How do we manage the operational performance of service systems?
- Video and lecture
- How do we estimate the optimal resourcing levels for service systems?
Managing Service Supply Chains
- Video and lecture
- Creating and managing SLAs (service level agreements)
- Take-home activity
- How are service supply chains different from product supply chains?
Sustaining Service Excellence
- HR policies for service centricity
- Creating service culture and climate
- Class discussion
- Video and lecture
Growing Service Businesses
- Customer activity chain and opportunity matrix
- Challenges in growing service businesses
- Hands-on
- Lecture and video
Creating Experience Centric Services
- Creating service experience
- Why is service experience important?
- Simulation game
- How do I manage service experience?
- Debriefing
- Group activity
Industry 4.0 in Services
- How can a service business get ready/adapt for Industry 4.0 transformation?
- Class discussion
- How does Industry 4.0 impact service businesses?
- Video and lecture
Instructors
IIM Trichy Frequently Asked Questions (FAQ's)
No. This course is delivered via direct-to-device mode only.
No. The course fee includes the costs for the certification, platform charges, and souvenirs.
Prof. Sivakumar S. from IIMT is the Achieving Service Excellence programme educator.
As per the course prerequisites, you need to have at least 3 years of work experience to enrol.
You will participate in 16 sessions across 8 weeks.