A unique series of management seminars for service managers
· Be different from your competition by creating value added service propositions
· Improve productivity and customer loyalty
· Re-engineer your business processes with mobile technology
· Optimise your service operations strategy
What should you expect from the Service Management Masterclass Series?
Participants of this one day seminar should expect a combination of case studies, research findings, methods and indepht discussion about the topic. The Service Management Masterclass series was created to exchange experience with other participants. The practical experience is combined with new insights in the theory of Service Management.
You will share an intensive learning experience with people in service management positions that all have a common objective to achieve service excellence. Small teams of service professionals will be working together to solve the case assignments and to discuss the conclusions.
The faculty
All Service Management Master Classes will be facilitated by experienced Service Management Consultants. All facilitators have a minimum of 15 or 20 years of experience in Service Management. Each year they provide strategic and operational advice to World Class Service Businesses. They are recognised professionals that will share their experience and work with the participants to make the Masterclass a rich learning experience. Guest speakers are frequently invited to share their experience. Please check the calendar for details about the facilitator and guest speakers.
Who should participate?
The masterclasses are designed for managers, directors or supervisors that are involved in service strategy and operations. The material presented and case studies that the participants will work on are suitable for both large and medium sized, national and multinational organisations that either have a significant service divisions or are dedicated to providing technical support services, field service and professional services. Participants are from different industries. This cross industry perspective adds another learning dimension to the Masterclasses
Day program
- 8:30 Reception
- 9:00 Introduction of participants and kick-off presentation
- 10:30 Break
- 11:00 First Case Study en discussion
- 12:00 Lunch
- 13:00 Second Case Study and discussion
- 14:30 Break
- 15:00 Plenary exchange experience and discussion
- 16:30 Conclusions and closure
