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Management of Service Companies
Creating Value in the Services Sector
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- To introduce management models and techniques that can be used to improve the performance of service companies in different sectors.
- To study the design and implementation of service strategies using dashboards that enable the use of personal indicators.
- To present the finance-oriented vision of service companies, with key factors and indicators.
- To explore how innovation can improve services and discuss the impact of technology.
- To develop an outline and a structured vision of a marketing plan for a service company that has agreed to allow the students to perform this function.
- To identify the channels for value creation in services and, in particular, means of achieving the satisfaction and loyalty of the people who make up the organisation, which in turn lay the foundation for customer satisfaction and loyalty.
- To analyse how to align people with a strategy and manage knowledge and organisational change in a way that allows continuous renewal.
- To enable the participants, lecturers and business executives involved in the programme to have mutually enriching experiences.
This program offers the participant managers the opportunity to reflect on their experience and to consider improvements in the future managerial performance following the concepts, techniques and developed models, the study of best practices and the fact that they share approaches among service companies of different sectors.
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At the end of the course, the participants will be able to design and implant the strategy of service that their organizations need specifying their differential valuable proposals.
The programme is aimed at general directors and departmental managers of all service sectors financial, telephony and Internet, distribution, tourism, public health, professional services, internal services, public services, etc. It will also be useful for manufacturing companies that base their differentiation on the service associated with their products.
- Module 1. The nature of services and service strategies
- Module 2. Making a service strategy a reality
- Module 3. Financial management in services
- Module 4. Innovation in services
- Module 5. Strategy in service marketing
- Module 6. People as a fundamental part of value creation in services
- Module 7. Processes and process-based management in services
- Module 8. Service quality and knowledge management
- Module 9. Relationship management and customer relationship management (CRM)
- Module 10. Simulation: a business game
- Module 11. Creation of a value proposition for a service
El proceso metodológico está orientado al aprendizaje activo fomentando el intercambio de experiencias con el fin de alcanzar los objetivos planteados con la máxima eficacia. A tal efecto combina:
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- La exposición de conceptos y modelos, siempre desde un enfoque participativo y orientado a la acción.
- La presentación y el análisis de ejemplos reales.
- El trabajo en equipo sobre casos y experiencias, con el fin de analizar la aplicación de los conceptos en sus empresas e intercambiar prácticas entre sectores distintos.
- El juego de empresas que permite reconocer y potenciar las habilidades directivas de los participantes.
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Fees |
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From April 18 to July 4, 2012
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8.975 €
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Barcelona
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Program Director Barcelona
see CV
Barcelona
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| Next Steps |
Contact:
Downloads:
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