Service Management Operations and Strategy


Course name Service Management Operations and Strategy
Institution University of Pretoria, South Africa
Location South Africa, Pretoria
Language English
Contact information;


Course objective

Equip service industry employees with the necessary practical skills to manage service operations so that they will be able to: Classify a service using the service process matrix, Formulate a strategic service vision, Prepare a blueprint for a service operation, Understand the role of technology in the service encounter, Use the service quality gap model to diagnose quality problems, Use the service encounted triad to describe a firm\'s delivery process, Use operations sequence analysis to determine the relative locations of departments in the process layout that minimises total-flow distance, Forcast demand for services, Manage waiting lines, and Understand service supply relationships.

Sector Private
General course topics General/service course with some logistics included
Specific course topics

The role of services in an economy: The nature of services, Service strategy, New service development, Technology in services, Service quality, The service encounter and Designing the service enterprise and managing service operations: The supporting facility, Service facility location, Forecasting demand for services, Managing capacity and demand, Managing waiting lines, Capacity planning and Service supply relationships.

Total time commitment 32
Focus commodity Any or other commodity
Accredited Yes
Accredited by University of Pretoria
Certificate name Certificate
Degree name Certificate of completion or attendance
Attendance mode In-person
Incentives No
Incentives description


Logistics Topics Coverage % (estimate) 25
Audience Open Enrollment
Pre-requisites Yes
Pre-requisites description


Course fee $611
Course fee description

Course fee only, cost of living, books and transportation separate

Discount available No
Course included in analysis No